Job Description - Assistant Aftercare Coordinator (251048)
Location: Newcastle - Hybrid role; working from our city centre office and from home
Type: Permanent, full time (37.5 hpw)
Salary: circa £26,438 per annum and great benefits including Health Cash Plan
Join us in our fantastic role of Assistant Aftercare Coordinator
Support us in delivering a seamless aftercare service for our customers following their home purchase. Ensure customers receive an outstanding experience from move-in day to the end of the warranty period, helping us achieve a 5-star HBF rating.
If you enjoy working with a brilliant team and developing your career, read on…
Typical day as an Assistant Aftercare Coordinator
* Assist the team in following up on defects reported by customers, development, or sales teams on newly built Persona homes.
* Provide excellent customer service via phone, email, website, or face-to-face interactions.
* Manage aftercare processes: confirming appointments, raising invoices, and updating systems.
* Monitor defect and snag progress with contractors to ensure timely completion within SLAs, updating relevant systems.
* Promote the Persona brand through consistent, outstanding service.
Make a difference in customers' lives while working for one of the UK's top 10 Great Places to Work.
Join our award-winning team, winners of the 2018 UK Housing Awards Development Programme of the Year and recipients of the silver award for best house at the What House Awards 2018.
You bring
* Experience in customer service handling inbound communications via phone, web, and email.
* Strong administrative and communication skills, confident working with various stakeholders and supporting customers.
* Problem-solving skills with the ability to troubleshoot and analyze data.
* Attention to detail, self-motivation, and a customer-focused mindset for excellent aftercare service.
Note: Due to sponsorship limitations, we cannot currently offer sponsorship to external candidates; this is under review.
Our team
Work alongside Bev, our Aftercare Manager, and a passionate team dedicated to continuous improvement and customer satisfaction.
Job details
* Work Monday to Friday with flexible scheduling around personal commitments.
* Hybrid role: two days in Newcastle city centre office, the rest remote, with occasional site visits.
* Proficiency with technology for record updates, KPI tracking, defect management, online learning, and collaboration.
We believe you belong here
We foster an inclusive environment supporting diversity networks such as Multicultural, LGBTQIA+, and Disability groups, making Home Group a great place to work.
What’s in it for you?
* 34 days leave (including bank holidays and a 'me day'), increasing to 39, plus time off for volunteering.
* Health Cash Plan saving up to £1140/year covering dental, optical, prescriptions, and therapies.
* Over 800 discounts on groceries, holidays, and more.
* Investors in People Platinum, a Great Place to Work, and ranked 10th in UK Wellbeing.
* Opportunities for career growth and development.
* Generous pension scheme with life insurance of 3x salary.
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