The Role We're looking for a proactive, customer-focused Aftercare Coordinator to deliver a high-quality aftercare service from property handover through to the end of the defects period. This is a great opportunity to join a supportive team, develop your technical knowledge, and help ensure our customers feel safe, informed, and well cared for in their new homes. The role will involve ensuring all aspects of the aftercare process are carried out professionally and efficiently whilst providing the highest level of customer service. You'll be the key link between customers, contractors and internal teams - coordinating information, managing expectations and driving the resolution of defect-related matters. Responsibilities include: Delivering a high-quality aftercare service throughout the defects period. Managing customer expectations and providing clear, consistent communication. Diagnosing and accurately recording defects using our systems. Liaising with contractors, employers' agents and internal teams to progress and resolve issues. Coordinating emergency repairs and escalating when necessary. Feeding back defect trends and improvement opportunities to the Aftercare Team Manager. Supporting development teams and contributing to overall continuous improvement. Act as the first point of contact for all after care queries and defects-related complaints. What we're looking for: We're looking for someone who can bring a blend of customer service excellence, problem-solving and technical awareness. Essential A strong customer-focused mindset, empathetic with a passion for helping people. Great communication skills and the ability to remain calm under pressure. Confidence in identifying and diagnosing defects or technical issues (or willingness to learn). Ability to build effective relationships with customers and stakeholders. Accuracy, attention to detail, and pride in delivering a high-quality service. A positive approach to overcoming challenges and improving ways of working. Desirable Experience using customer service or defect-management systems. Experience in a residential developer, housebuilder, or housing association environment. What can we offer you? 25 Days Holiday (pro rata Bank Holidays (with an extra day every year up to 30 days) x3 paid well-being days Chance to buy or sell holiday as part of our flexible benefits package Generous company pension scheme, matched up to 12% Employee recognition scheme and well-being and lifestyle discounts