Customer Service Coordinator (Doncaster)

Job Title: Customer Service Coordinator (Connections)
Location: Doncaster
Salary: £30,810 + £4,200 car allowance
Contract: Permanent, Full-Time
Working Pattern: Monday–Friday, 37.5 hours per week
Hybrid Working: One day from home following probation

The Opportunity

An excellent opportunity has arisen for an experienced Customer Service Coordinator to join the Connections team of a well-established, privately owned housebuilder in Doncaster.

The Connections team supports homeowners during their first 12 weeks of occupation, helping them settle into their new home and ensuring enquiries, defects and snagging issues are managed professionally and efficiently.

You will work closely with Site Managers, maintenance operatives and subcontractors to coordinate remedial work. Through weekly customer check-ins, you will build positive relationships, keep homeowners informed and ensure a smooth transition to the Service team after 12 weeks.

The Role

• Support customers throughout their first 12 weeks of occupation, delivering a caring, professional and methodical customer experience.
• Complete weekly customer check-ins to identify concerns, provide progress updates and support a smooth settling-in period.
• Review and triage defects and professional snagging lists, prioritising issues and coordinating appropriate action.
• Work closely with Site Managers to raise customer concerns and monitor remedial work.
• Take ownership of day-to-day customer enquiries and complaints, resolving issues wherever possible.
• Escalate more complex complaints to the appropriate manager when required.
• Liaise with internal departments, maintenance operatives and subcontractors to arrange remedial work.
• Manage complex customer queries and programmes of work.
• Maintain regular communication with customers and contractors regarding outstanding actions and the progress of repairs.
• Monitor costs and ensure expenditure is correctly allocated, authorised and recorded.
• Support the complaints team by collating and organising relevant information.
• Coordinate Maintenance Team diaries and ensure workloads are managed effectively.
• Order stock and materials required by the Maintenance Team.
• Monitor subcontractor performance and provide feedback on the quality of completed work.
• Produce reports and provide relevant updates to internal teams.
• Maintain accurate customer records, snagging lists and outstanding actions using internal systems.
• Coordinate a clear handover to the Service team after 12 weeks, ensuring any unresolved issues and customer concerns are fully documented.
• Continue developing technical knowledge of construction, products and common defects.
• Share knowledge and provide support to other members of the team.
• Help manage a shared customer service inbox on a rotational basis.

Defect triage is a key part of the role, with issues more commonly raised through professional snagging lists during the initial occupation period. The volume and nature of enquiries differ from those handled by the Service team throughout the longer-term warranty period.

About You

• Previous experience within the housebuilding industry is essential.
• A minimum of approximately one year’s relevant experience will be considered.
• Understanding of NHBC requirements and the New Homes Quality Code.
• Previous experience managing customer complaints, snagging issues and defect-related enquiries.
• Strong customer service and administrative skills.
• Confident liaising with Site Managers, maintenance teams and subcontractors.
• Confident using Microsoft Office and other IT systems.
• Excellent written and verbal communication skills.
• Professional and confident telephone manner.
• Able to organise and prioritise a demanding workload.
• Comfortable working under pressure and to tight deadlines.
• Proactive, flexible and self-motivated approach.
• Able to work autonomously and make confident decisions.
• Strong attention to detail and relationship-building skills.
• Comfortable contributing to a friendly and close-knit team.

Working Hours

• Monday to Friday.
• 37.5 hours per week.
• Standard hours of 8:15am–4:45pm with a one-hour lunch.
• Core hours of 9:00am–4:00pm Monday to Thursday and 9:00am–1:00pm Friday.
• Some flexibility may be available outside the core hours.
• One day per week working from home following successful completion of the four-month probationary period.

Package & Benefits

• Basic salary of £30,810.
• £4,200 annual car allowance, paid at £350 per month.
• Total package of £35,010 before bonus.
• Option to join the company car scheme following probation.
• Discretionary annual bonus linked to company performance, typically around 5%.
• 26 days’ annual leave plus bank holidays.
• Option to purchase up to five additional days’ holiday.
• Company pension with 3% employee and 6% employer contributions.
• Option to increase pension contributions.
• Westfield Health cover.
• Option to add private medical insurance through salary sacrifice.
• Cycle-to-work scheme.
• Enhanced sick pay.
• Enhanced maternity and paternity benefits following 26 weeks’ service.
• Wider employee benefits package.
• Hybrid working following probation.

Why Apply?

This is an opportunity to join a stable, privately owned housebuilder offering autonomy and a supportive working environment.

The position would suit someone with housebuilding customer care experience who enjoys helping customers settle into their new homes, working closely with site teams and taking ownership of snagging and remedial work during the early stages of occupation.

For more information or a confidential discussion, please contact:

Lucy Wainwright | Associate Director
Foresite Recruitment
07720 160978
lucy.wainwright@foresiterecruitment.co.uk

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About Us

Foresite Recruitment specialises in recruitment within the New Homes Sales and Customer Care sectors. We are an equal opportunities recruitment agency and welcome applications from all suitably qualified candidates. Please let us know if you require any reasonable adjustments during the recruitment process.