Aftercare Coordinator

Job Title: Aftercare Coordinator
Location: Reading, UK
Sector: Real Estate / Lettings / PRS / Property

Our client are a dynamic and growing real estate company focused on Purpose-Built Rental Housing. They are at the forefront of the Private Rented Sector (PRS), delivering high-quality, single-family homes while ensuring an exceptional customer experience. As they enter an exciting period of expansion, we are seeking an experienced and proactive Aftercare Coordinator to join the team.

About the Role:
As an Aftercare Coordinator, you will play a vital role in supporting the Aftercare/Defects team across a regionalised selection of the portfolio. You will work closely with development partners, consultant teams, and property management team to ensure a seamless customer experience. With a strong pipeline of projects under contract and a significant growth plan, this role offers the opportunity to be a key player in shaping the aftercare strategy.

This position is based in a Reading office, just opposite the train station and is ideal for someone currently working in a similar role within a developer, main contractor, or aftercare/defects team in a consultancy.

Key Responsibilities:

• Work with Employers Agents and Clerks of Works (CoWs) to close out defects at handover and at the end of the defect liability period.

• Liaise with Developer Aftercare teams to coordinate defect rectifications efficiently.

• Arrange and manage the redeployment of defects that fall outside of SLA agreements.

• Schedule and conduct customer home visits to assess reported defects, poor workmanship, or general concerns.

• Ensure that customer issues are promptly investigated and resolved to a high standard.

• Collaborate closely with internal teams to ensure smooth resolutions of customer issues.

• Monitor and assess sub-contractor performance, escalating concerns and trends as needed.

• Oversee and coordinate 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 the performance of developers, CoWs, and contractors, as well as internal and external KPIs.

• Maintain and update all systems, relevant folders, and the Aftercare inbox to ensure a well-organised workflow.

Skills and Competencies:

• Proven experience in customer service, aftercare, or defects resolution within a developer, main contractor, or consultancy.

• Excellent communication and customer service skills with a professional and friendly approach.

• Ability to work autonomously while also collaborating effectively within a team.

• Strong problem-solving skills, with the confidence to make decisions and drive resolutions.

• Highly organised, detail-oriented, and proactive in managing tasks and responsibilities.

Why Join?

• Be part of an innovative and rapidly growing company in the PRS sector.

• Work in a supportive and collaborative environment where your contributions make a real impact.

• Opportunity for career progression as they continue to expand.

• Competitive salary and benefits package.

If you are passionate about delivering high-quality customer experiences and thrive in a fast-paced, growth-oriented environment, we d love to hear from you!