Senior Customer Service Executive

Administration & Customer Services Coordinator

Chelmsford | Office Based Up to £33,000 Full Time | Flexible Hours (8am-4pm or 9am-5pm)

We are delighted to be working exclusively with a well-established and growing specialist within the property insurance and reinstatement sector to recruit an Administration & Customer Services Coordinator.

This is an excellent opportunity for an organised and customer-focused professional to join a business that supports homeowners following property damage incidents. You'll play a key role in coordinating repairs, managing communications, maintaining records, and ensuring an outstanding customer experience throughout the claims process.

The Role

As a central point of contact, you will liaise with policyholders, insurers, surveyors, contractors, loss adjusters, and internal teams to ensure repairs are delivered efficiently and compliantly from start to finish.

Key Responsibilities

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• Acting as the first point of contact for customers and stakeholders.
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• Managing inbound and outbound calls, emails, and insurer portal communications.
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• Gathering and maintaining claim information and documentation.
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• Coordinating appointments for surveyors, contractors, and specialist trades.
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• Supporting Project Managers and Site Managers with scheduling and site access.
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• Monitoring repair progress and providing regular updates.
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• Managing estimates, variations, authorisations, and completion documents.
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• Maintaining photographic records throughout projects.
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• Assisting with compliance documentation, including CDM requirements.
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• Compiling warranties, guarantees, and project handover packs.
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• Updating claims systems, CRM platforms, and insurer portals accurately.
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• Handling complaints professionally and escalating complex cases when required.
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• Ensuring compliance with GDPR, FCA Consumer Duty, and service level agreements.
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• Providing empathetic support to vulnerable customers.
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About You

We are keen to hear from candidates who thrive in a busy environment and have experience within construction, property repairs, project administration, or a customer service-focused role.

You will be highly organised, able to manage multiple priorities, and confident communicating with a wide range of stakeholders.

Skills & Experience Required

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• Previous experience within construction, property repairs, or a related industry.
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• Experience supporting operational teams, project managers, or site-based personnel.
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• Strong organisational and time management skills.
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• Excellent communication and stakeholder management abilities.
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• Experience handling customer enquiries and complaints effectively.
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• Understanding of repair or project workflows.
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• Knowledge of compliance documentation and project administration.
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• Strong IT skills, including Microsoft Office and CRM systems.
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• Ability to work to service level agreements and maintain high levels of accuracy.
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Please apply today if you have the relevant experience for this role. For more information, contact Sian on .