Customer Care Co-ordinator

About Croudace Homes

Croudace Homes is a family‑owned house builder with a proud heritage dating back to 1946. Operating across the Southeast of England from our regional offices in Caterham, Letchworth and Theale, we’re committed to building high‑quality homes and careers. Our reputation is built on trust, attention to detail and a passion for creating communities that stand the test of time.

At Croudace we believe that a solid foundation starts with the right people. Fostering a culture of open communication, respect and continuous growth, we listen to our people, celebrate contributions at every level, and provide meaningful development opportunities. With a strong focus on well‑being and work‑life balance, we create an environment where our employees feel valued, motivated and empowered to succeed because when our people thrive, so does our business.

We’re proud of our low staff turnover and long employee tenures, which reflect the positive experience of working at Croudace.

We are currently looking for a Customer Care Co‑ordinator to join our award‑winning customer care team in Letchworth.

The Customer Care Coordinator plays a pivotal role in supporting the delivery of high‑quality aftercare services to homeowners on behalf of Croudace Homes Limited. Acting as a central point of coordination, you will ensure customer enquiries and reported defects are assessed, prioritised and progressed efficiently, helping the wider team maintain strong satisfaction levels and meet regulatory and service standards, including those set by NHBC and the New Homes Quality Board.

You will use your administrative expertise, problem‑solving and customer interaction skills, offering exposure to multiple departments and processes across the business. It is an important role within the team, providing structure, continuity and insight that supports both operational performance and continuous improvement.

• Coordinating customer requests and defect resolutions
• Scheduling inspections and contractor visits
• Monitoring service targets and completion times
• Liaising with internal teams and external partners
• Maintaining accurate system records and documentation

• Previous experience in a customer service, customer care or administrative coordination role
• Strong organisational and prioritisation skills, with the ability to manage multiple tasks and deadlines simultaneously
• Excellent verbal and written communication skills, able to interact professionally with customers, colleagues and contractors
• Sound problem‑solving ability and confidence making routine decisions independently
• Good numeracy and literacy skills, with attention to detail when handling records, invoices and system data
• Ability to interpret information, follow procedures and accurately record customer issues within internal systems
• Resilience and emotional intelligence when handling challenging or sensitive customer situations
• Competent IT skills, including experience using Microsoft Word, Excel, databases or customer management systems; COINS knowledge an advantage

• Experience working within the house building, construction, property or maintenance sector
• Working knowledge of common household defects or building‑related issues
• Familiarity with warranty standards or customer care frameworks, such as those set by NHBC and the New Homes Quality Board
• Experience coordinating contractors, suppliers or field‑based teams
• Demonstrated ability to identify process improvements or efficiency opportunities