About You Are you a highly organised and proactive professional with a passion for delivering exceptional customer experiences in the residential sector? Do you thrive in a fast-paced environment where you can coordinate contractors, manage defect resolution, and ensure compliance across multiple developments? We are looking for an experienced Aftercare Coordinator (Warranty) to oversee and drive the management of warranty works and statutory compliance across McCarthy Stone developments and third-party managed estates. You will play a key role in ensuring customer-reported issues are accurately logged, triaged, and resolved within agreed SLAs, while keeping residents informed and maintaining positive relationships with contractors and internal stakeholders. The ideal candidate will have between experience in aftercare, defects, or warranty coordination within residential construction or housing sectors, with strong experience in customer service, contractor management, and working in SLA-driven environments. You will have a solid understanding of statutory compliance and defect resolution processes, experience using defect management systems, and exposure to warranty providers like NHBC, as well as compliance tracking systems. Candidates with backgrounds in residential developers’ aftercare teams, housing associations or managing agents with SLA-driven repairs experience, or contractors and FM providers with residential aftercare exposure will thrive in this role. This is a fantastic opportunity for someone who enjoys combining construction knowledge, process management, and customer service to ensure high-quality outcomes and compliance across residential developments. Benefits of joining our team: Financial: Competitive salary and Commission scheme Company pension scheme Life Assurance Professional Subscriptions paid for Lifestyle/Health & Wellbeing: Monday to Friday work pattern 24 days holiday (rising to 28) plus Bank Holidays (in lieu) 2 fully paid volunteering days per year (supported by the McCarthy Stone Foundation) Health benefits such as Private Medical Insurance (Employee Only); Remote GP, 24/7 access to EAP Services (including counsellors and legal advisors) and eyecare voucher Colleagues Benefit Booklet with a range of store offers discounts and promotions Family Friendly Policies What You Will Do In this role, you will manage the end-to-end process of defect and warranty resolution across McCarthy Stone developments and third-party managed estates. You will receive and triage customer-reported defects, plan and schedule works within SLA timescales and liaise with contractors and residents to ensure timely resolution and clear communication. You will oversee compliance activities, including fire safety, lifts, water hygiene, electrical, and gas inspections, maintaining accurate records for reporting and audits. In addition, you will coordinate schedules, allocate works efficiently to in-house or external teams, monitor progress, and act as the escalation point for complex cases. You will also champion defect management systems such as Fixflo and Clixifix, maintaining accurate records, tracking performance, and supporting continuous process improvements to enhance service delivery and customer satisfaction. What We Are Looking For Your Attributes To succeed in this role, you will be: Highly organised with the ability to manage multiple cases and deadlines Strong communicator, able to manage residents, contractors, and internal teams effectively Customer-focused and able to handle complaints and escalations professionally Confident problem solver with a proactive approach Results-driven and committed to SLA compliance and first-time fix efficiency Why Join McCarthy Stone At McCarthy Stone, we are not just managing properties – we are creating vibrant retirement communities where residents can enjoy life to the fullest. This role offers the opportunity to: Deliver exceptional customer experiences across multiple developments Play a pivotal role in defect and warranty resolution Work in a collaborative and supportive environment Develop your skills in coordination, compliance, and process management At McCarthy Stone, we celebrate diversity and promote equality and inclusion amongst our colleagues. We welcome applications from all, regardless of personal characteristics or background. All applications will be reviewed as soon as they are received, and we hold the right to appoint before the closing date. LI-DNI