Coordinator – Retrofit Delivery Customer Care

SNG (Sovereign Network Group)

. Act as the first point of contact for retrofit customer enquiries and complaints .

Posted 9/18/2026full-timeBasingstoke • United KingdomMid-LevelSenior💰 £25,936 - £30,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer care and case management, with a strong focus on problem-solving and effective communication. Proficient in coordinating with contractors and technical teams to enhance customer experience in retrofit and housing environments.

Highest-signal resume keywords

Customer Care ExperienceCase Management SkillsProblem-Solving AbilitiesDigital Platform ProficiencyAttention to Detail

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

Strong Communication SkillsExcellent Organisation

Tools & Technologies

CRM SystemsCase Management Systems

Industry Keywords

Retrofit EnvironmentsSocial HousingRepairs DiagnosticsDefects ManagementRenewable Technologies

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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

Benefits

Comp & perks

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