Senior Customer Care Coordinator

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 South West Division, located in Bristol is looking to recruit a Senior Customer Care Coordinator to join the Division's Customer Care team.

The Role

The Senior 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 Charter, NHBC, and NHQC expectations. As a senior you will be supporting both the operational and strategic functions of the Customer Care department.

This position requires you to act as a deputy to the Head of Customer Care for customer escalations when required. The role involves managing complex customer concerns and complaints, supporting the wider team, and contributing to continuous improvement initiatives.

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

Principal Accountabilities

Principal accountabilities of the Senior Customer Care Coordinator role include:

• 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.
• Effectively manage the workload and tasks of the Customer Care team to ensure fair distribution and timely responses aligned with customer needs and service level agreements, when instructed by the Head of Customer Care.
• 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.
• Take ownership of escalated complaints and complex customer issues, supporting resolution through to completion.
• Maintain and regularly update records of NHBC claims, tracking progress to ensure resolution within agreed service levels.
• Manage material costs, purchase orders (POs), and contra charges efficiently and in line with financial authority.
• Ensure all departmental administration is current and accurate, producing meaningful reports to support decision-making and performance tracking.
• Contribute to divisional customer outcomes and experience by actively participating in team meetings, site closure meetings, and ad hoc sessions.
• Liaise regularly with the Head of Customer Care to provide input into departmental planning, KPIs, and staff development/training initiatives.