Senior Customer Service Coordinator

Location: Aldgate (office-based with 1 day WFH)
Hours: Monday-Friday, 8:30am-5:30pm
Salary: £43,000-£45,000 per annum

About the Role

We're looking for a Senior Customer Service Coordinator to join our team in a newly reinstated position. You'll play a key role in supporting the coordination team across multiple residential developments, ensuring smooth day-to-day operations, strong SLA delivery, and continuous process improvements.

Reporting to the Senior Customer Service Manager, you'll oversee a small team of Coordinators and act as the central point of contact for customer and contractor communications, escalations, and performance management.

Key Responsibilities

• Line-manage and develop two Customer Service Coordinators, providing day-to-day oversight and support
• Manage inboxes and coordinate communication between customers, contractors, and internal teams
• Serve as the escalation point for engineers and support diagnostic processes
• Lead SLA meetings, track defects (particularly those over 60 days), and drive timely resolution
• Liaise with contractors and monitor their performance to ensure accountability
• Identify opportunities for improvement and implement more efficient ways of working
• Primarily office-based with minimal site visits required

What We're Looking For

• A proactive, hands-on individual who takes initiative and works independently
• Strong organisational skills with the ability to guide and support others
• Confident communicator who can hold contractors and stakeholders accountable
• Open-minded approach to new processes and committed to continuous improvement
• Experience in customer service coordination or facilities management (desirable)
• Ability to manage competing priorities and maintain attention to detail

What We Offer

• Competitive salary of £43,000-£45,000
• Flexible working with one day per week working from home
• Opportunity to shape processes and make a real impact
• Supportive team environment

If you're a capable coordinator ready to step up into a senior role where you can make a difference, we'd love to hear from you.