Customer Care Coordinator - South West

Customer Care Coordinator - South West

Location:                      South West (Exeter office)

Reports to:                   Head of Customer Care

Hours:                          37.5 hours per week, Monday to Friday

Wain Group is one of the UK’s largest private development companies. We are made up of Wain Homes, the housebuilder, and Wain Estates, the strategic land company. Wain Homes builds approximately 1,200 homes a year from its three regional offices in Warrington, Bristol, and Exeter. It has ambitions to increase this to 1,600 homes over the next five years. Wain Estates operates nationally from Warrington. It is currently promoting 3,780 acres across the country, with the potential to deliver 15,000 new homes and 3.2m sqft of commercial space.

Since 1972 when Bill Ainscough founded William Ainscough developments, to 2022 when we reached our 50th Anniversary as Wain Group, our people have always been the most important element of our business. 

Our Values and Culture are at our heart and centre on our most valued assets – our people and our customers. We ensure our people know it by putting both their wellbeing and their careers first every day. Everyone counts in our culture, and we are always looking for new ways and new people to share it with.

 An exciting opportunity has become available for a motivated Customer Care Coordinator in our South West regional office.

The successful candidate will be  a strong communicator and listener, with a patient, empathetic and adaptable approach. Yu will be responsible for the day-to-day management of the administration relating to customer issues, and will allocate resources, namely our Wain Homes Customer Care Maintenance Operatives and also external contractors,  to undertake work in customers’ homes.

Working closely with the Head of Customer Care, the Customer Care Coordinator will also be responsible for the management of information and data in relation to all customer issues.

You will be expected to:

Administration of Customer issues:

·       Monitor the Customer Services Inbox.

  • Receive and log all telephone calls and emails from Customers on an inhouse computer system.
  • Validating complaints and resolving problems quickly and efficiently, seeking direction where required.
  • Checking and ensuring work has been carried out to the customer’s satisfaction.
  • Ensure the preparation and issue of the weekly defects report for each site.
  • Provide feedback and obtain information from other departments.
  • Ensure all relevant documentation is held in the customer plot files.
  • Archive site information as required.
  • Attending meetings that may be necessary in the performance of your duties.
  • Complying with and upholding company policies and procedures.

·       Undertake any general ad-hoc duties.

Management of Contractors and Wain Homes Operatives diaries:

  • Co-ordinate the Customer Care Operatives, suppliers, and sub-contract trades to resolve issues and make appointments for attendance, through the co-ordination of diaries.
  • Oversee the work of contractors and report on poor contractor outcomes.
  • Ensure materials are available as required to facilitate remediation.

Managing remediation of outstanding issues:

  • Maintain reasonable timescales for customers for any remediation works.
  • Address unsuccessful/poor remediation of customer issues.
  • Ensure that out of hours services and reporting work effectively.


·       Log NHBC claims and resolutions.

·       Coordinate and monitor progress.

·       Book in NHBC inspections.

·       Provide weekly update the Customer Care Manager. 

Desirable skills and experience:

·       Previous basic housebuilding knowledge would be an advantage.

·       Experience of handling customer complaints face to face and/or via telephone.

  • Ability to work independently, prioritise work and take initiative.
  • Strong interpersonal, communication and relationship skills.
  • Proactive and resilient in a fast-paced working environment.
  • Adaptable and flexible, able to manage workflow and demonstrate a high degree of self-organisation.
  • Good working knowledge of Microsoft Office.

·       The ability to embrace and role model our company values – One Wain, Rise to the Challenge, Keep it Real, Everyone Counts, and Take Pride.

The benefit package for this role includes: 

  • Competitive Salary.
  • Annual Bonus Scheme.
  • 24 days holiday (increasing by 1 day after 2 years of continuous service up to a maximum of 28 days).
  • Employee Assistance Programme.
  • Perks Employee Discount Scheme.
  • Pension scheme.
  • Annual Volunteering Day.

For further information on this position or to apply, please attach a copy of your cv with a brief covering email to by Friday 21st June 2024.

Inclusion and Diversity are paramount to us here at Wain Homes. All our applicants and colleagues are treated fairly and respectfully, regardless of any protected characteristic/s. If you require assistance with regards to reasonable adjustments during your application process with us, please do not hesitate to contact us - we are always happy to help.

Date added: 14 May 2024

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