The Floor Smith Ltd
Customer Care Coordinator
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We are Hiring!!
Are you a confident, highly organised customer service professional who enjoys speaking with people, solving problems, and building strong working relationships?
We're hiring: Customer Care Coordinator
TheFloorSmith Ltd is growing, and we're looking for a Customer Care Coordinator to join our team!
About the role
Covering our new build flooring contracts, this role sits at the heart of our customer experience — working across a wide range of projects, including work with major housebuilders. You'll be the key link between our customers, our fitting teams, and our suppliers, making sure every step of the way is smooth.
Success in this role looks like: customers who feel informed and looked after at every stage, fitting schedules that run on time with minimal disruption, and queries or issues resolved quickly before they become bigger problems. As we continue to grow and take on more new build contracts, this role will play a central part in making sure our reputation for a first-class customer experience scales alongside the business.
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Responsibilities
- Act as the main point of contact for customers throughout their flooring project, providing clear and timely updates
- Coordinate schedules between customers, our fitting teams, and suppliers to keep projects on track
- Coordinate the supply of materials and sub-contractor elements to ensure work is carried out on time
- Respond to customer queries, concerns, and issues promptly and professionally
- Manage customer-related issues through to handover and beyond, including any post-completion or defect queries
- Liaise with housebuilder contacts to align our schedules with wider site programmes
- Maintain accurate records of jobs, schedules, and customer communications
- Check and process invoices, forwarding for payment as needed
- Identify and flag potential delays or issues early, working with the team to find solutions
- Support the wider team with general administrative and coordination tasks as needed
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Skills required
- Excellent verbal and written communication skills
- Strong organisational skills with the ability to manage multiple schedules and priorities at once
- A calm, customer-first approach, even when things get busy
- Previous experience in a customer service, scheduling, or coordination role
- Experience in flooring, construction, or working with housebuilders is a bonus, but not essential
- Comfortable working independently as well as part of a team
- IT literate, with confidence using scheduling or CRM systems (training provided)
The details
📍 Hybrid role is available
💷 £28,000 - £32,000 per year
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