Customer Services Team Coordinator

Customer Services Team Coordinator 

Salary up to £32,000 Per Annum Plus Benefits 

Hemel Hempstead, Hertfordshire (Hybrid/Smart Working) 

Permanent, Full Time  

37 hours per week (Monday – Friday, Flexibility Negotiable)  

Thrive Homes is seeking a Customer Services Team Coordinator; in this key role you will help us meet our promises to customers. You’ll achieve this by supporting the team and resolving escalated queries to improve customer experience and prevent complaints  

Thrive is proud to deliver flexibility for employees to work in a manner that suits their wants/needs best. Our SMART working policy allows individuals to take full control of their productivity by offering a choice between working in-house or away from the office. This means that successful candidates have the freedom to work as little or as often as they like from Thrive's state-of-the-art offices.  

Responsibilities:  

· Act as the escalation point for unresolved, complex, or high-risk customer issues, ensuring efficient resolution in line with Thrive’s service standards.  

· Provide expert advice and support across housing, repairs, and related services through multiple channels including phone, email, text, and written correspondence.  

· Liaise with internal teams and external contractors to coordinate solutions, book appointments, and ensure timely updates to customers, tracking progress to resolution.  

· Proactively reach out to customers via email, text, phone, and letter to provide timely updates and solutions.  

· Issue compensation where appropriate and escalate out-of-policy decisions or concerns requiring senior attention to prevent complaints.  

· Support team performance by coaching, training, and guiding colleagues to follow documented processes, contributing to QA checks and achievement of service targets.  

· Assist with recruitment, onboarding, and documenting standard operating procedures to ensure consistency in service.  

· Oversee team rotas and provide day-to-day support to ensure adequate coverage and smooth service delivery.  

· Deputising for the Team Leader when required and undertaking other reasonable duties.  

Requirements:  

· Customer focused with excellent communication skills to liaise with teams, contractors and customers alike.  

· Excellent knowledge of the housing sector  

· Organised and deadline driven.  

· Skilled in using Microsoft applications (Outlook, Excel) and CRM and scheduling systems (full training provided).  

· You will have a proven track record of our key deliverables, achieved through experience or education.  

· Your ability to role model our core behaviours is as important as technical expertise.  

· You must be able to support a culture founded in trust and respect for everyone.  

Closing date: 13th June 2025  

Interviews Dates: To be confirmed  

Specific roles within Thrive are subject to a basic DBS check, the successful applicant(s) will be contacted by our People Team if this applies to their role.  

We reserve the right to close this recruitment if it is deemed that we have received a suitable number of applications. On this basis we would advise that applications are submitted as soon as possible.  

The Company 

Thrive Homes is an award-winning housing association with a strong track record in the housing sector and ambitious plans. Thrive exists to provide good quality affordable homes and services enabling the development of communities where people can Thrive. We manage over 5,000 properties and are continuing to build new homes each year. 

Thrive is proud to deliver flexibility for employees to work in a manner that suits their wants/needs best. Our SMART working policy allows individuals to take full control of their productivity by offering a choice between working in-house or away from the office. This means that successful candidates have the freedom to work as little or as often as they like from Thrive's state of the art offices.