Location
Croydon (Responsive Maintenance Division), London

Hours
Full Time (hours to be confirmed)

Salary
Negotiable

About the Role
Join our team as a Customer Service Coordinator supporting one of our social housing contracts. You will be the central point of contact for residents, ensuring their concerns and complaints are handled with care, professionalism, and efficiency. Your role is vital in maintaining trust and satisfaction by managing customer feedback and resolving issues throughout our maintenance programmes. You will act as the primary contact for residents raising complaints or service concerns, manage and resolve customer complaints in a timely and empathetic manner, maintain accurate records of all customer interactions using internal systems, liaise with internal teams and contractors to investigate and resolve issues, coordinate follow-ups to keep residents informed, identify recurring issues, contribute to service improvement initiatives, and prepare reports on complaint trends for management review.

Experience
Proven experience in customer service, complaints handling, or resident liaison, ideally within housing or maintenance services.

About you
Strong communication and conflict resolution skills. Excellent attention to detail and ability to manage multiple cases simultaneously. Proficient in IT systems and comfortable using databases and reporting tools. Committed to empathy, accountability, and continuous improvement.

Qualifications
Given the nature of this position, you will need to undergo a Standard Disclosure and Barring Service Check (DBS) at offer stage. Applicants with criminal convictions will be assessed individually. Additional pre-employment checks may apply depending on the role. We welcome applicants from all backgrounds and are committed to fair hiring practices and creating an inclusive workplace.