As Aftercare Coordinator, you will play a key role in managing the defect rectification process across the company's PRS platform. Working closely with development partners, consultant teams, and the internal Property Management team, you will support the Aftercare/Defects team in delivering a seamless customer experience across a regional portfolio of homes.

The role involves coordinating with Employers' Agents, Clerk of Works (CoWs), and developer aftercare teams during the defect liability period, scheduling customer visits, investigating and resolving reported issues promptly, and monitoring subcontractor performance. You will also oversee end-of-defect inspections, ensure compliance with SLAs, and maintain accurate records and KPI reporting to the Aftercare Lead.

The role is office-based in the Thames Valley. The ideal candidate will be working in a similar role for a developer or within an aftercare/defects team for a consultancy.

Responsibilities

• Liaise with Employers' Agent and CoWs teams in the closeout of relevant defects at handover and end of defects.
• Liaise with Developer Aftercare teams during the defect rectification period.
• Arrange and organise the redeployment of defects that fall outside of the SLA.
• Schedule visits to customers' homes to review reported defects, poor workmanship, and queries.
• Ensure customer issues are investigated and resolved promptly and to a high standard.
• Work closely with relevant Lead teams to ensure resolution of customer issues.
• Monitor subcontractor performance and escalate trends and concerns.
• Arrange and oversee the end of defect (EOD) inspection process at the end of the defect liability period.
• Report to the Aftercare Lead on all aftercare matters, including performance of developers, CoWs, and contractors, and internal and external KPIs.
• Ensure all systems, relevant folders, and the Aftercare inbox are kept updated and organised.

Skills and Competencies

• Experience in a similar role, either in customer service or for a developer/main contractor.
• Excellent communication and customer service skills.
• Professional and friendly personality with a can-do attitude.
• Able to work autonomously and collaboratively within a team.
• Comfortable making decisions and driving through resolutions.