Aftercare Coordinator

Incommunities; Bradford; On-site; GBP 34,000 - 37,000; Full time

Benefits offered by this job

Social Housing Pension Scheme with up‑

28 days annual leave

Training opportunities

Wellbeing site access

Job summary

Incommunities in Bradford is seeking an experienced Aftercare Coordinator to manage post-occupancy support for our new-build homes. You will oversee the aftercare process, coordinate inspections and remedial works, and ensure timely, clear communication with customers at every stage.

The role requires strong knowledge of NHBC warranties, proven customer service skills, and experience in housing. A full UK driving licence is desirable, with two days in the Bradford office each week.

Qualifications

• Experience in customer care, preferably in housing.
• Strong communication and relationship-building skills.
• Proficient with Microsoft Office (Excel/Word/PowerPoint).

Responsibilities

• Be the first point of contact for customers post-occupancy and guide them through the Aftercare process.
• Attend contractor meetings to monitor progress and resolve issues.
• Visit customers to assess issues requiring investigation.
• Maintain records of issues and track progress to resolution.
• Produce and monitor weekly reports on tasks and outcomes.

Skills

Customer service

Communication

Relationship building

Microsoft Office

Tools

Excel

Word

PowerPoint

Job description

We are recruiting an experienced Aftercare Coordinator to deliver exceptional post-occupancy support to our new-build homes customers. You will oversee all aspects of the aftercare process, from coordinating inspections and remedial works to resolving customer issues efficiently and ensuring clear, timely communication at every stage. The ideal candidate will have extensive knowledge of NHBC warranties and standards, a strong understanding of new-build aftercare procedures and a commitment to delivering outstanding customer service. If you have interviewed for an Aftercare Coordinator role at Incommunities in the last 6 months, you need not re-apply.

About us

We are a social housing landlord and one of the largest housing providers in the region with over 22,000 social and affordable homes, mainly in the Bradford district. We employ a talented workforce of nearly 1,000 people. In 2024 we've launched our five-year Corporate Strategy, which runs to 2029. Our purpose is to provide high-quality homes, services, and support to our customers, so we've worked with colleagues and customers to find out what's important to them. Our customers sit at the heart of what we do, and our colleagues are the people who'll help us achieve our vision, which is to create the best customer experience to improve everyday lives.

Duties

• Be the first point of contact for customers post-occupancy, guide them through the Aftercare process, answer questions, and resolve issues with their new home.
• Build and maintain strong relationships with internal and external stakeholders.
• Attend regular contractor meetings to ensure progress on outstanding issues.
• Visit customers at their home to assess issues that need further investigation.
• Seek customer feedback to continually improve services and manage expectations.
• Produce and monitor weekly reports to ensure accurate and timely completion of tasks.
• Maintain records of all issues raised and track progress until resolution.
• Knowledge of New Build warranties to deal with issues correctly.
• Ensure customers understand and adhere to Aftercare service procedures.
• Identify defect patterns to prevent reoccurrence.
• Experience of working in a similar role within customer care - preferably in the housing sector.
• Working knowledge of NHBC warranties.
• Customer focused with a track record of providing an excellent customer service.
• Excellent relationship building skills and an ability to communicate effective with all levels internal and external.
• Ability to use own initiative and to think ahead to forecast future issues.
• Ability to multitask and remain calm under pressure whilst maintaining high standards of professionalism.
• Good working knowledge of Microsoft Office packages e.g., Excel, Word, PowerPoint.

2 days in the office (BD17 7BN) 8.30am-5.00pm Mon-Thursday / 8.30-4.30 on a Friday

Full UK driving licence and access to a vehicle (desirable)

Right to work in the UK – Visa sponsorship is not available.

Employment details

Salary from £33,646 up-to £37,498 per year depending on experience.

• Social Housing Pension Scheme with up-to 10% employer contribution
• 28 days annual leave that increases with service plus bank holidays
• Option to buy and sell annual leave
• Training, development, and qualification opportunities
• Our Hub: our wellbeing and benefits site, with exclusive access to discounts and savings (at over 800 retailers)
• Corporate health scheme membership
• Access to an Employee Assistance Programme
• Cycle to work scheme
• Local gym membership discounts
• A team of trained Mental Health First Aiders who are available for colleagues to contact for support

Company culture & inclusion

At Incommunities, we're committed to creating a workplace where everyone feels valued, included, and supported. We actively welcome applicants from all backgrounds, abilities, and experiences – because we know that diverse perspectives make us stronger.

Based in Bradford, a city known for its rich cultural diversity, we serve vibrant communities. As a social housing provider, we're passionate about making a real difference by providing safe, affordable homes and improving lives. Our recruitment process is designed to support you every step of the way. If you need any adjustments or assistance, just let us know.

We're proud to be a Mindful Employer, committed to mental health and wellbeing. We also hold the 'Committed' Menopause Friendly Accreditation, recognising the importance of support in the workplace.