Customer Care Co-Ordinator

🔒 Confidential Employer
Posted 7 May 2026
LOCATION
Sunderland
TYPE
Temporary
LEVEL
Associate
SALARY
£27,500 / year
CATEGORY
Customer Service
This employer holds a UK Home Office sponsor license — sponsorship for this specific role is at the employer’s discretion

SKILLS

Customer Service Case Management Complaint Handling Microsoft Office Communication Skills Attention to Detail Contractor Liaison SLA Management

FULL DESCRIPTION

Customer Care Co-Ordinator

Location: Sunderland, Tyne and Wear | Salary: £26,500 - £27,500 per annum | Type: Temporary (Sick Cover) | Hours: Monday-Friday, 9:00am-5:00pm

About the Role

We're recruiting for a Customer Care Coordinator to provide sick cover within a busy social housing customer care team in Sunderland. This is a fast-paced role focused on providing high quality customer care. You'll act as a key point of contact for tenants/residents and internal teams, ensuring cases are logged accurately, progressed efficiently and resolved within agreed service standards.

Key Responsibilities

  • Managing inbound customer queries relating to repairs, defects and aftercare
  • Logging, updating and closing cases using a customer care system (Clixifix experience desirable)
  • Tracking tickets from report → assignment → resolution, ensuring clear case notes throughout
  • Coordinating with site teams, subcontractors and supervisors to progress and resolve issues
  • Managing contractor appointments and access arrangements
  • Keeping residents informed with clear, timely updates and setting expectations professionally
  • Monitoring SLAs and escalating cases where required
  • Resolving complaints professionally and empathetically
  • Maintaining accurate records, uploading photos/documents and ensuring a full audit trail
  • Supporting basic reporting and performance tracking where required
  • Ensuring compliance with customer care standards and data protection requirements

Essential Experience & Skills

  • Proven customer service experience (social housing/repairs/maintenance/construction or FM preferred)
  • Strong written and verbal communication skills
  • Experience handling complaints and sensitive conversations
  • High attention to detail with strong administration and case management skills
  • Confident liaising with internal teams and external contractors/subcontractors
  • Comfortable working in an SLA/KPI-driven environment
  • Competent with Microsoft Office (Outlook, Word, Excel)

Desirable

  • Experience using Clixifix customer care software
  • Experience within social housing, regeneration, or maintenance contracts
  • Understanding of repairs/defects workflows and aftercare processes
  • Experience working for a principal contractor or housing association

How to Apply

Please submit your CV or call Jess on [contact hidden]

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