Customer Support Coordinator (Stockton)

Job Title: Customer Support Coordinator

Location: Stockton-on-Tees
Salary: Competitive (DOE) + Annual Bonus
Hours: Monday to Friday 8:45am – 5:00pm (3:45pm finish on Fridays)
Hybrid: 1 day per week working from home after initial training period

About the Role:

 

We are working with a well-established and respected national housebuilder who is looking to appoint a Customer Support Coordinator to join their busy and supportive customer care team covering developments across North Yorkshire and Teesside.

This role focuses on delivering high-quality aftercare support to homeowners during the two-year warranty period, taking ownership of customer queries and defect management following legal completion.

You will act as the key point of contact for homeowners, ensuring issues are logged accurately, prioritised effectively, and resolved in line with service level agreements. Working closely with internal departments and subcontractors, you will play a vital role in maintaining brand standards and delivering a professional, solution-focused service.

Key Responsibilities:

 

• Manage customer queries, defects and complaints following handover from Customer Relations
  • Log and coordinate maintenance issues within internal systems
  • Raise order numbers and liaise with purchase ledger where required
  • Allocate and coordinate subcontractors to complete remedial works
  • Monitor cases in line with SLA targets and keep homeowners informed throughout
  • Maintain accurate and detailed records of all customer interactions
  • Work collaboratively with field-based Customer Relations Managers and Maintenance Operatives
  • Manage a shared inbox and incoming calls in a professional and efficient manner
  • Identify opportunities to improve service delivery and internal processes

Candidate Requirements:

 

• Previous experience within housing, property, lettings, housing association or housebuilding environments is essential
  • Experience logging defects and coordinating maintenance works
  • Confident handling customer complaints in a calm and professional manner
  • Strong organisational skills with the ability to manage multiple developments simultaneously (typically around three sites per coordinator)
  • Comfortable liaising with subcontractors and internal departments
  • Confident using CRM systems (full training provided on internal systems)
  • Positive, resilient and team-focused approach – able to thrive in a busy environment

This role is not suitable for candidates without relevant property or maintenance coordination experience.

You will report directly to the Senior Customer Support Manager and join a well-structured customer care department consisting of Coordinators, field-based Customer Relations Managers and Maintenance Operatives.

The team has a strong reputation for retaining staff and promoting internally, with genuine long-term progression opportunities available.

Benefits:

 

• 26 days holiday + Bank Holidays (3 days reserved for Christmas shutdown)
  • Option to buy additional annual leave
  • Annual discretionary bonus (business performance related)
  • Enhanced pension contribution (company contributes double)
  • Private medical cover
  • Share incentive scheme
  • Free parking
  • Structured training and development

Why Apply?

 

This is an opportunity to join a stable, highly regarded housebuilder with a strong landbank and ongoing regional growth. The culture is supportive but high-performing, with a real emphasis on teamwork, positivity and delivering quality customer care.

If you are experienced within housing or property maintenance coordination and are looking for a long-term opportunity within a structured and progressive environment, we would love to speak with you.

Mobile: 07720 160978

Email: lucy.wainwright@foresiterecruitment.co.uk

Lucy Wainwright | Associate Director

Ref: 3246

About Us: Based in Bridgend, South Wales, Foresite Recruitment provides forward-thinking, dynamic, and tailored recruitment solutions to construction companies, developers, and housebuilders nationwide. Our team is driven by a desire to make the recruitment life cycle as hassle-free as possible. We pride ourselves on the service and experience we provide, working with the best candidates and clients from across the UK. We are an equal opportunities employer and value diversity and inclusion. We will provide reasonable support to disabled applicants throughout the recruitment process. If you require any adjustments to attend/ perform in the interview, please do not hesitate to let us know.