Customer Care Coordinator

Keepmoat Homes is a fast growing top 10 UK housebuilder. We design and build quality homes and create places where people want to live.

Our investment and participation helps transform communities and improves the lives of local people. We have a national presence combined with local knowledge and expertise in all aspects of housing – from finance, design and planning, to developing and building. Our comprehensive skills and capabilities give us a wider perspective across the whole housing lifecycle and we create lower risk ways of building homes people need.

For more than 90 years our work has been absolutely visible to local communities so being part of the community is in our DNA. We hire local suppliers and tradespeople and work with local communities to make sure that our plans meet their needs.

Job description

We have an exciting opportunity for a Customer Care Coordinator to join our friendly Customer Care Team in our Yorkshire West region, based from our regional office in Beeston, Leeds.

The main purpose of the role is to provide an efficient and effective customer care service, liaising with customers, contractors, site, and management teams whilst maintaining effective working relationships. The successful candidate will manage and continually improve the Customer Service experience for Keepmoat customers to support our ambitions maintain our 5-star builder status and a leader in Customer Service in the homebuilding industry.

Skills, knowledge & experience

• Take ownership of the customer journey after handover, ensuring a consistent and positive experience.
• Build strong customer relationships through proactive communication and excellent service.
• Engage positively with customers so they feel understood and confident in our support.
• Protect the company’s reputation by effectively managing complaints, social media contacts, and third‑party claims.
• Respond promptly and professionally to all customer enquiries via phone, email, or in person, tailoring communication to their preferences.

• Independently resolve issues, jobs, and complaints within agreed SLAs.
• Plan and organise effectively to keep customers updated and resolve queries quickly.
• Identify solutions when challenges arise and escalate to senior team members if SLA timescales are at risk.

Education & qualifications

We are looking for someone who embodies our Keepmoat values; a straightforward and friendly team player who has Customer Care experience, who is creative and used to using their organisational and planning skills within a Customer Care environment. They will be passionate about providing the highest quality customer care, and a collaborative team player, with experience communicating with different stakeholders.

Experience within a similar role in the housebuilding/construction industry would be beneficial but is not essential.

If this sounds like you, please apply now. As the above is not an exhaustive list of responsibilities, for more information including a full job description and person specification, please contact [email protected]

Why work for us?

At Keepmoat Homes we pride ourselves on being a great place to work. As the market leader in our industry we want to ensure that we attract, motivate and retain the best people who can deliver the best service for our customers.

• Competitive rates of pay – We regularly check our pay against our competitors to make sure they reflect our position as market leader. We also review our pay every year.
• Bonus Scheme – Our annual bonus scheme is linked to team and company performance.
• Special offers for staff – We run a range of offers and discounts exclusively for our employees including holidays, health club memberships and days out.
• Trust – We encourage you to come up with ideas and get the most out of your job with us.
• Development – we offer genuine development opportunities to progress your career.

Our values

Our values are the foundation for our vision, the cornerstone of our culture and the benchmark for our achievement.

• Straightforward - We get the job done in the most efficient and effective way. We are friendly, open and honest. It’s about being respectful and working in a transparent and honest way.
• Collaborative - We work together in partnership to deliver the very best customer experience. Partnership working is key to our business. We work collaboratively to deliver the best results possible.
• Passionate - We care about what we do. We put pride and energy into delivering results. It’s important to us to do a good job.
• Creative - We are proactive, flexible and resourceful. We listen, learn and deliver solutions. We don’t offer a one size fits all solution; we are flexible and will tailor our services to our customers’ needs.