Coordinator – Retrofit Delivery Customer Care

Salary: £25,936.00 – £30,000.00 Per year

We’re looking for a Customer Care Coordinator to join our Retrofit Delivery team and help deliver an excellent customer experience throughout our retrofit programme.

What you’ll do:

• Act as the first point of contact for retrofit customer enquiries and complaints.
• Conduct initial triage and video diagnostics to identify issues and determine next steps.
• Manage customer cases, ensuring accurate records and timely updates.
• Coordinate appointments, contractor visits, and follow-up actions.
• Work closely with contractors, Resident Liaison Officers, and technical teams to resolve issues.
• Support complaint handling and help identify opportunities to improve the customer experience.

What we’re looking for:

• Experience in customer care, contact centres, repairs, housing, construction, aftercare, or retrofit environments.
• Strong communication and problem-solving skills.
• Ability to manage customer issues through to resolution.
• Confidence using digital platforms, CRM, and case management systems.
• Excellent organisation and attention to detail.

Desirable:

• Experience in social housing, retrofit delivery, renewable technologies, repairs diagnostics, or defects management.

This is a fantastic opportunity to play a key role in supporting customers while contributing to the delivery of warmer, safer, and more energy-efficient homes.

We have some great benefits at SNG, including:

• 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
• Chance to buy or sell holiday as part of our flexible benefits package
• 3 additional wellbeing days and 2 paid volunteering days
• Generous matched pension scheme up to 12% and Life cover at 4x salary
• Enhanced maternity/paternity/adoption pay
• Options for private medical insurance, dental insurance and critical illness cover
• Wellbeing discounts, including Gym Memberships and access to a 24/7 virtual GP service

At Sovereign Network Group, we are passionate about inclusion for all and creating a workplace where everyone can thrive. We are committed to our Equality Diversity and Inclusion strategy and believe that you can truly be yourself at SNG. Take a look at our careers site to learn more about us and our values.

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