The Role:
We are looking for an experienced and proactive Customer Service Coordinator to join our team in Birmingham. You’ll support the Customer Service Manager by analysing customer compliments and complaints, identifying trends, and providing insights to both internal stakeholders and clients.
You’ll play a key role in driving customer satisfaction on one of our largest social housing contracts, helping deliver excellent service across thousands of properties.
About the Customer / Contract:
You’ll work on our long-standing contract with Birmingham City Council, Europe’s largest social housing contract. Covering over 22,500 homes (including high-rise blocks), this £50m+ contract includes Repairs & Maintenance, Capital Works, and Retrofit services. We’ve proudly held this partnership for many years and continue to grow within it.
Key Duties & Responsibilities:
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Analyse customer feedback and identify trends in compliments and complaints
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Produce reports for internal teams and external clients
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Manage the complaints log and escalate as necessary
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Coordinate customer satisfaction surveys and reporting
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Develop and maintain local engagement links with customers and stakeholders
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Promote continuous improvement through data-driven insights
What You’ll Need:
Essential Criteria:
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Strong customer service and communication skills
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Ability to analyse problems and identify practical solutions
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A confident and professional telephone manner
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Quick to learn and retain information in a fast-paced setting
Desired Criteria:
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Previous experience in a customer liaison or client-facing role
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Familiarity with housing or property maintenance environments
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Understanding of the Housing Ombudsman’s guidance and complaint procedures
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Comfort working with technical or service-based terminology
Benefits:
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Competitive salary + profit-related bonus
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25 days annual leave + bank holidays + your birthday off (34 days total)
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Sick pay and 26 weeks full pay maternity leave
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8 weeks full pay paternity leave
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Annual salary reviews
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Discounted gym memberships (local and national)
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Up to £3,000 referral bonus
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Extensive training via our in-house Learning Management System
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Life insurance, private healthcare, and dental care
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Cycle to Work Scheme
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Discounts on retail and mobile phone providers
About Fortem:
Fortem is a specialist Social Housing property services provider, part of the Willmott Dixon Group. Since 2002, we’ve delivered quality repairs, capital works, and retrofit solutions for local authorities and housing associations. Our mission is clear: to help clients provide safe, warm, and decent homes — because Every Home Matters.
We are proud to be an Investors in People – Gold accredited employer and are passionate about career development, inclusion, and sustainability. Our values of Courage, Care, and Respect shape everything we do.
Diversity & Inclusion:
We’re an equal opportunities employer and encourage applications from all backgrounds. We anonymise applications in our recruitment process to support fairness and reduce unconscious bias.
If you need assistance with your application, please contact our recruitment team.
Note to Recruitment Agencies:
We operate a strict Preferred Supplier List (PSL). Speculative CVs submitted outside this agreement will not be subject to fees.
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