Location
London

Hours
12 month fixed term contract, office attendance 1 day per week with 1 to 2 days on site

Salary
£38,952 per annum

About the Role
We’re looking for a Customer Care Coordinator to join our team and help deliver a high-quality, responsive service to our residents from pre-construction of new build homes through to handover and occupation. You will be the key point of contact for customers, contractors, and internal teams, ensuring every new home meets expectations and any issues are resolved quickly and professionally. This dynamic role involves snagging, home demonstrations, defect resolution, and customer support, helping to create a positive experience for every resident.

Day-to-day responsibilities include carrying out pre-move-in snagging checks, organising and delivering home demonstrations, and ensuring handover documentation is complete and accessible. You will liaise with residents to log and resolve snagging issues, support the Delivery Team during construction, and attend progress meetings on site with contractors. Managing customer queries via email and phone, visiting homes to resolve issues early, and maintaining accurate records across housing management systems are also key tasks. Additionally, you will support the Customer Care Manager by reporting on key issues and ensuring service levels and KPIs are consistently met.

Why Join Us?
At Peabody, you join a team guided by our values: Be Kind, Do the Right Thing, Love New Ideas, Celebrate Diversity, Keep Our Promises, and Pull Together. We are committed to creating a workplace where everyone feels supported, included, and empowered.

What We Offer
30 days’ annual holiday plus bank holidays
Two additional paid volunteering days each year
Flexible benefits scheme including family friendly benefits and access to a discount portal
4 x salary life assurance
Up to 10% pension contribution

Experience
Experience in defects resolution, aftercare, or repairs within social housing or private sector.

About you
Strong communication and negotiation skills with internal and external stakeholders.
Good understanding of the construction process and project management principles.
Excellent organisational skills and attention to detail, especially when reviewing documentation.
Confidence in delivering exceptional customer service and managing expectations effectively.

Qualifications
No specific qualifications stated, but relevant experience and skills are essential.