Assistant Aftercare Coordinator
Permanent, Full Time (37.5 hpw)
Salary from £21,000 to £23,000 per annum (depending on skills and experience)
Hybrid location: working from home and our office in Gosforth, Newcastle Upon Tyne
Building the right homes in the right places for our customers. That’s when it hits home.
We have a fantastic opportunity for you to join our growing Aftercare team, supporting a smooth and seamless aftercare service for our customers following the purchase of their new home. You’ll enhance our customer journey by ensuring all customers receive a warm welcome from the Aftercare team from moving in right through their first two years in their new home, up to the end of defects period.
With your brilliant customer service skills, you’ll assist our Aftercare team by helping to resolve any issues and defects identified as quickly as possible. This starts with a warm welcome into their home, proving excellent communication to confirm appointments and clarifying that work has been completed to a high standard. You may also carry out satisfaction research to gain valuable feedback from customers after carrying out any remedial defect work. You’ll be regularly checking on progress to ensure satisfactory completion of defects and snags with our contracting partners too.
This is a brilliant opportunity to develop your skills in Aftercare, from handover through to the end of the defect liability period. This includes outright sale and shared ownership under our private sales brand Persona and homes for rent under our Home Group brand. You’ll help to exceed customer expectations, achieve 90%+ satisfaction ratings and ensure a positive brand for our Persona homes, helping us to achieve our aspiration of becoming a 5-star rated builder.
You’ll report to one of our Aftercare Coordinators and will work closely with Beverley our new Lead Aftercare Manager. The team is headed up by Steve, our Head of Marketing and Customer Experience who is passionate about delivering an exceptional brand experience and has over 25 years’ experience in the field.
Want to know more?
Visit our website and press the APPLY NOW button to access lots of useful stuff! You’ll be able to download our Assistant Aftercare Coordinator job description. We’ve also got this brilliant video which shows you what it’s like to work here. We know you’ll also want to find out more about our fantastic benefits and rewards package!
A bit about you
You’ll have a strong customer service background ideally gained within an aftercare team in the new homes sector. You’ll have fantastic communication and problem-solving skills, as you’ll need these to troubleshoot defects and ensure speedy resolutions using your understanding of NHBC/warranties defects and snagging. You’ll be able to manage customer expectations under challenging circumstances and be great at organising and prioritising work to help us achieve targets. Overall, you’ll really impress us with your background in delivering high quality aftercare services for customers, brilliant customer service skills and bringing new ideas to helps us drive continuous improvements.
A bit about us
Home Group is one of the UK’s largest developers of new homes and providers of houses for both affordable and private tenures. We also provide long term integrated housing, health and social care. We’re a strategic partner of Homes England and the Greater London Authority, working together to build the affordable homes our country needs.
We are proud that we we’re 7th in the UK’s Best Super Large Places to work, 18^th in Stonewall’s Top 100 employers and are winners of the 2018 UK Housing Awards Development Programme of the Year, Silver Best House at the What House Awards 2018 (Bronze in 2017) and RESI Landlord of the Year 2016 and 2020.
It’s the team’s unwritten rule that you attend the important appointments in life, be it your child’s school play, your partner’s graduation, or to get your new fridge delivered. You can elect to fit these around your working day taking advantage of our agile ways of working. Our focus is on getting the job done, not your working hours!
The job for you?
Don’t delay applying for this brilliant job, as we may close it early if we get lots of applications! Just upload your CV and if you have one, your covering letter. If you need them, we’ve also got some great templates to help you.
Home Group play a big part in tackling prejudice and discrimination. We want you to be yourself here and value everything that makes you unique. So whatever your race, sexuality, disability, religion, gender or even non-gender, we recognise and celebrate your differences. Together we make Home Group a great place to work.