Service Desk Analyst jobs in United Kingdom

A leading housebuilder, known for delivering high-quality homes across the country, is looking for a Customer Care Coordinator to join their regional team.

With a strong reputation for excellence and customer satisfaction, they focus on building well-designed, sustainable communities.

As a Customer Care Coordinator, you'll be the first point of contact for homeowners, ensuring they receive the support they need in their exciting journey as they move into and enjoy their new build home.
You'll work closely with site managers, maintenance teams, and contractors to log and resolve customer issues efficiently.

Your role will involve carefully recording customer concerns, scheduling appointments, and making sure any problems are addressed as quickly as possible.

The department is well structured; you will work alongside a team of coordinators and closely with an experienced office manager who has years of house-building customer care experience. You will be supported by highly respected department Directors and will liaise daily with field-based Technicians.

What you'll be doing:

• Supporting homeowners with any queries or issues they may have.
• Handling communications about defects in a professional and timely manner, following company policies.
• Liaising with different departments like Construction, Sales, Surveying, and Technical to ensure everything runs smoothly and company targets are met.
• Responding to incoming calls and emails from homeowners, ensuring their concerns are logged and actioned correctly.
• Coordinating maintenance technician teams and subcontractors, issuing work orders, and tracking progress until completion.
• Ensuring compliance with Health & Safety policies.
• General administrative duties.

What they're looking for:

• Excellent Customer Service experience.
• Previous experience in housing or construction is a bonus, but not essential.
• Excellent communication skills and attention to detail when recording customer information.
• Ability to stay calm and problem-solve under pressure.
• Strong IT skills, including Word, Excel, and Outlook.
• Experience with COINS software is an advantage, but training will be provided.

What's in it for you?

• Competitive salary of up to GBP28,000 basic salary
• Contributory pension
• Life cover
• Healthcare benefits
• Bonus scheme up to 12% of salary, paid bi-annually based on a combination of company performance, HBF scores & individual performance.
• Commission scheme paid monthly, calculated in relation to HBF Survey returns and shared evenly across the coordination team.

If you're great with people, enjoy problem-solving, and want to be part of a company that values customer service, this could be the perfect role for you.