Aftercare Coordinator

Aftercare Coordinator

Contract: 12-month Fixed-Term Contract

Salary - £27,982
Department: Development

Role Purpose

We are seeking an organised, proactive and customer-focused Aftercare Coordinator to join our Development team on a 12-month fixed-term contract.

The successful candidate will play a key role in delivering an excellent aftercare service to customers living in newly built homes, ensuring that defects are managed effectively and resolved within agreed timescales.

Acting as the first point of contact for defects reported during the 12-month defects liability period, you will work closely with customers, contractors and internal teams to coordinate remedial works and ensure a positive customer experience.

You will be responsible for managing the defects process, coordinating appointments, monitoring progress, maintaining accurate records and identifying opportunities to improve service delivery.

Working Arrangements

The organisation operates an agile working approach, with regular opportunities for team collaboration within the office.

The role will require regular attendance at designated office locations throughout the working week, alongside flexibility to travel between sites and offices to meet business requirements. Candidates should therefore be based within a reasonable commuting distance and able to attend different locations as required.

Key Responsibilities

* Manage and coordinate the defects process across newly completed developments throughout the 12-month defects liability period.
* Act as the first point of contact for customers reporting defects, responding to enquiries promptly and professionally.
* Coordinate appointments between residents, contractors and relevant stakeholders to ensure remedial works are completed efficiently.
* Monitor, track and manage reported defects, maintaining accurate records and providing regular progress updates.
* Develop and maintain positive working relationships with customers, contractors, colleagues and external partners.
* Provide administrative and diagnostic support to ensure defects are appropriately identified, managed and resolved.
* Identify recurring defects, emerging trends and areas of concern, contributing to service improvements and future development reviews.
* Support the implementation, maintenance and ongoing development of defects monitoring systems and processes.
* Monitor performance against agreed service standards and targets, identifying opportunities to improve efficiency and value for money.
* Work collaboratively with colleagues across the organisation to support the successful delivery of the wider development programme.
* Ensure all activities are undertaken in accordance with relevant policies, procedures and health and safety requirements.
* Maintain a customer-focused approach throughout the aftercare process, ensuring residents receive a consistent and professional service.

Person Specification

Essential Experience and Knowledge

* Experience working within a new build customer care, aftercare or defects management environment.
* A good understanding of the new build defects process and the importance of delivering a high-quality customer experience.
* Experience dealing with customers and a range of stakeholders within a busy, fast-paced environment.
* Understanding of the importance of value for money and delivering efficient services.
* Awareness of health and safety responsibilities within a property, construction or development environment.

Essential Skills and Competencies

* Strong administrative and organisational skills, with the ability to prioritise workloads and meet deadlines.
* Excellent verbal and written communication skills.
* Ability to build and maintain effective working relationships with customers, contractors, colleagues and external stakeholders.
* A flexible and adaptable approach, with the ability to respond positively to changing priorities and business requirements.
* Strong attention to detail and the ability to maintain accurate records and monitor progress effectively.
* A proactive approach to identifying problems, resolving issues and improving processes.
* Ability to work independently and as part of a wider team.
* A motivated, resilient and self-driven approach, with a commitment to continuous learning and professional development.

If you are interested in the following position please give me a call on 07897069130.

INDC