Customer Service Coordinator

🌟 Join Our Team as a Customer Service Coordinator!

📍 Location: Walton-on-Thames (Responsive Maintenance Division)

We're looking for a dedicated Customer Service Coordinator to join our team in Walton-on-Thames, supporting one of our social housing contracts. In this role, you'll be the central point of contact for residents, ensuring their concerns and complaints are handled with care, professionalism, and efficiency.

You'll play a vital role in maintaining trust and satisfaction by managing customer feedback and resolving issues throughout our maintenance programmes.

🔑 Key Responsibilities:

• 🗣️ Act as the primary contact for residents raising complaints or service concerns.
• 📞 Manage and resolve customer complaints in a timely and empathetic manner, ensuring clear communication throughout.
• 📋 Maintain accurate records of all customer interactions, complaints, and resolutions using our internal systems.
• 🤝 Liaise with internal teams and contractors to investigate and resolve issues effectively.
• 📅 Coordinate follow-ups and ensure residents are kept informed of progress and outcomes.
• 🧠 Identify recurring issues and contribute to service improvement initiatives.
• 🧾 Prepare reports and summaries of complaint trends for management review.

🚗 Requirements:

• Proven experience in customer service, complaints handling, or resident liaison-ideally within housing or maintenance services.
• Strong communication and conflict resolution skills.
• Excellent attention to detail and ability to manage multiple cases simultaneously.
• Proficient in IT systems and comfortable using databases and reporting tools.

We welcome applicants from all backgrounds and assess any disclosed convictions individually. We're committed to fair hiring practices and creating an inclusive workplace.

💬 Ready to make a real impact in residents' lives

Apply now and become part of a team that values empathy, accountability, and continuous improvement.

Given the nature of this position, you will need to undergo a Standard Disclosure and Barring Service Check (DBS) at offer stage. Applicants with criminal convictions will be assessed individually, and we assure you that we do not discriminate based on an applicant's criminal record or the details of any disclosed offenses. Additionally, certain roles may be subject to additional pre-employment checks. 

To learn more about the checks included in this process, please click on the following link: National Security Vetting 

Our commitments:  

WPS is proud to be an employer where anyone can thrive, and we welcome applications from candidates of all backgrounds.  We encourage you to apply even if you don't meet every requirement, as we value transferable skills and assess all applications fairly.

We don't discriminate based on a criminal record; all applications are reviewed on an individual basis against the requirements of the role. Some roles may require additional checks, due to the nature of the work.  As a Disability Confident Leader, we offer an interview to applicants with a disability who meet the minimum criteria for the role and opt in to the Disability Confident scheme.  Reasonable adjustments are available, please contact us at wpsrecruitment@wates.co.uk