Customer Care Co-Ordinator

Customer Care Coordinator (Repairs & Aftercare) Contract: Temp - Sick cover (4 weeks initially) Location: Sunderland Hours: Monday-Friday, 9:00am-5:00pm Contract: Temporary (Sick Cover) Rate/Salary: £26,500 - £27,500 dependent on experience The Role We're recruiting for a Customer Care Coordinator to provide sick cover within a busy social housing customer care team in Sunderland. This is a fast-paced role focused on providing high quality customer care. You'll act as a key point of contact for tenants/residents and internal teams, ensuring cases are logged accurately, progressed efficiently and resolved within agreed service standards. Key Responsibilities * Managing inbound customer queries relating to repairs, defects and aftercare * Logging, updating and closing cases using a customer care system (Clixifix experience desirable) * Tracking tickets from report → assignment → resolution, ensuring clear case notes throughout * Coordinating with site teams, subcontractors and supervisors to progress and resolve issues * Managing contractor appointments and access arrangements * Keeping residents informed with clear, timely updates and setting expectations professionally * Monitoring SLAs and escalating cases where required * Resolving complaints professionally and empathetically * Maintaining accurate records, uploading photos/documents and ensuring a full audit trail * Supporting basic reporting and performance tracking where required * Ensuring compliance with customer care standards and data protection requirements Essential Experience & Skills * Proven customer service experience (social housing/repairs/maintenance/construction or FM preferred) * Strong written and verbal communication skills * Experience handling complaints and sensitive conversations * High attention to detail with strong administration and case management skills * Confident liaising with internal teams and external contractors/subcontractors * Comfortable working in an SLA/KPI-driven environment * Competent with Microsoft Office (Outlook, Word, Excel) Desirable * Experience using Clixifix customer care software * Experience within social housing, regeneration, or maintenance contracts * Understanding of repairs/defects workflows and aftercare processes * Experience working for a principal contractor or housing association Interested? Please submit your CV or call Jess on (phone number removed)