Customer Service Coordinator

Customer Service Coordinator

Founded by our great grandparents over 95 years ago as a local joinery business, we have grown into an award-winning builder of quality homes, now constructing around 800 new homes each year.

The Anwyl Group — comprised of Anwyl Homes, Anwyl Land and our joinery workshop — believes buildings are more than just bricks and mortar. We build places for people, and our thoughtful approach doesn’t stop there.

Despite our growth, we remain true to our family values — from community funds benefiting local schools, groups and charities, to supporting our colleagues with an ever-expanding range of programmes and initiatives, people remain at the heart of everything we do.

Anwyl Homes is currently looking to recruits Customer Service Coordinator who will deliver exceptional customer service throughout the homeowner’s warranty period. The successful candidate will be able to deal effectively and efficiently with all customers and be able to manage customer’s expectations appropriately with the overall objective of resolving queries and complaints to the customer’s satisfaction.

Hours:                   8.30am – 5.15pm (Mon- Thurs)

 8.30am – 4.00pm (Fri)

Salary:                  Competitve Salary  

Location:            Ewloe, North Wales  

Reporting to:     Customer Service Manager   

Key Responsibilities:

*         Champion the customer throughout the business and be the first point of contact for the customer once completion has taken place;

*         Assist the Customer Service Manager with day-to-day business and customer requirements;

*         Ensure accuracy of all customer details, ensure their feedback is correctly recorded and up to date on computer systems;

*         Communicate regularly with the customers throughout their query resolution timeframe;

*         Understand customer’s needs by building a professional relationship throughout their journey, offering guidance and assistance/rectification to matters raised and to understand the scope of problems.

*         Manage customer expectations through clearly explaining the situation, next steps and potential outcomes;

*         Take ownership of queries and case manage complaints, resolving routine non-complex issues yourself and escalating more complex issues to Head of Customer Service/Area Construction Managers as appropriate;

*         Create and issue work instructions on internal Housebuild systems ensure Customer Service Maintenance Technicians diaries are fully utilised, with consideration to geographical benefits and restrictions;

*         Liaise with the Maintenance Technicians, Sub-Contractors and Material Suppliers; monitor the progress of works and customer satisfaction and feedback on completion;

*         Ensure familiarity with Anwyl Group’s Health, Safety and Environmental policies and comply with employee responsibilities;

*         At all times comply with company policies, procedures and instructions;

*         Continuously improve the customer service experience by putting forward new ideas and when requested to do so, implementing change. At all times protect and enhance the reputation of the business;

*         Deliver personal objectives, as agreed with your line manager;

*         Provide coaching and colleague support where necessary.

The successful candidate will have the following experience, skills and attributes:

• Excellent customer service skills and experience preferably within the house building industry;
• Enthusiasm and passion for customer service and going the extra mile;
• Excellent organisational skills
• Ability to plan, prioritise and organise own workload;
• Excellent communication skills, written and oral;
• Excellent administrative and IT skills (Excel, Word, Outlook);
• Attention to detail;
• Ability to work effectively in a team and independently;
• Adaptable/flexible;
• Problem Solving;
• Keeping calm under pressure. 

Benefits:

• Employee Assistance Programme (EAP)
• Zurich – HealthHero
• Eyecare vouchers for Specsavers
• Perkbox
• Pension
• 26 days holiday, plus bank holidays
• Option to buy extra holidays
• Length of Service
• Death in Service
• Gym discount

Closing date: Friday 16th October 2026

Anwyl Group is an Equal Opportunities Employer.