Customer Care Coordinator – Southern Counties Division, Redhill

About Bellway

At Bellway we recognise that people are the key to our success, and we are committed to building an inclusive culture that values and respects difference combined with creating a safe and inclusive working environment for all colleagues. This means we are positive about making adjustments as well as providing flexible working and we would be happy to talk to you about how this could work for you.

There is an exciting opportunity to join Bellway, one of the UK’s largest house builders. Our Southern Counties Division, located in Redhill, is looking to recruit a Customer Care Coordinator to join the Division’s Customer Care team.

The Role

The Customer Care Coordinator plays a key role delivering a high standard of customer service throughout the post-completion journey, ensuring timely communication, defect resolution, and system accuracy in line with the Bellway Customer Care Charter, NHBC, and NHQC expectations.

Working closely with the Customer Care team, the coordinator is responsible for managing customer issues and ensuring a clear and smooth path to resolution, supporting our commitment to high standards and customer satisfaction.

This role reports directly to the Division’s Head of Customer Care.

Principal Accountabilities

• Positively contribute to the level of service delivered to our customers, in line with the Bellway Customer Care Charter and the standards expected by the NHBC and NHQC.
• Contact customers during their warranty period to check satisfaction and provide updates on reported issues.
• Respond to customer emails professionally and within agreed service level agreements (SLAs).
• Monitor incoming call volumes and work with the Customer Care team to ensure consistent service coverage during office hours.
• Maintain accurate records by updating plot, customer, and subcontractor details in customer care systems.
• Build strong rapport with customers through courtesy calls, home visits, and drop-in sessions at designated developments.
• Champion the NHBC Customer Satisfaction Survey through positive engagement throughout the customer journey.
• Liaise with subcontractors to ensure timely and effective defect resolution.
• Identify and report subcontractor performance concerns to the Head of Customer Care to uphold standards and support cost recovery.
• Coordinate with the Customer Care Operative to arrange appointments, identify defects, and manage material supply to ensure smooth resolution and reduce repeat visits.
• Assist in managing customer complaints in line with Bellway’s Complaints Procedure, escalating formal complaints and potential issues to the Head of Customer Care.
• Support divisional customer outcomes and experience by contributing to service quality and operational efficiency, including active participation in team meetings, site closure meetings, and ad hoc sessions.