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

Cycle to work scheme

Employee Assistance Programme

Health scheme

Job summary

Incommunities seeks an Aftercare Coordinator to deliver proactive customer care for new build homes in Bradford. You will manage post-occupancy support, coordinate repairs and inspections, and keep customers fully informed throughout their journey.

You will build relationships with internal and external stakeholders, attend contractor meetings, and visit homes to assess issues requiring further investigation. Join a team focused on excellent customer service and continuous improvement.

Qualifications

• Experience in a similar customer care role, preferably in housing.
• Knowledge of NHBC warranties.
• Customer focused with a track record of excellent service.
• Excellent relationship-building and communication across levels.
• Ability to use initiative and plan ahead for issues.
• Ability to multitask and stay calm under pressure with high professionalism.
• Good working knowledge of Microsoft Office packages (Excel, Word, PowerPoint).
• 2–3 days in the office (BD17 7BN).
• Full UK driving licence and access to a vehicle (desirable).
• Right to work in the UK; visa sponsorship is not available.

Responsibilities

• Be the first point of contact for customers post-occupancy and guide them through Aftercare, resolving issues with their new home.
• Build and maintain strong relationships with internal and external stakeholders.
• Attend regular contractor meetings to progress outstanding issues.
• Visit customers at home to assess issues needing further investigation.
• Seek customer feedback to improve services and manage expectations.
• Produce and monitor weekly reports to ensure timely task completion.
• Maintain records of all issues and track progress until resolution.
• Understand New Build warranties to address issues correctly.
• Ensure customers understand and follow Aftercare procedures.
• Identify defect patterns to prevent recurrence.

Skills

Customer service

Stakeholder management

Multitasking

MS Office

Driving licence

Right to work in UK

Job description

We’re seeking a proactive Aftercare Coordinator to deliver outstanding customer care for our new build homes. You’ll manage every aspect of post-occupancy support, from coordinating repairs and inspections to resolving issues quickly and keeping customers fully informed throughout their journey.

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 include

• 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 effectively with all levels internally and externally.
• 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.
• 2-3 days in the office (BD17 7BN)
• Full UK driving licence and access to a vehicle (desirable)
• Right to work in the UK - Visa sponsorship is not available.

• Salary from £33,646 up-to £37,498 per year
• 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

Join Our Team!

We’re looking for great people to join us! AtIncommunities, 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 thatdiverse perspectives make us stronger.

Based inBradford, a city known for its rich cultural diversity, we servevibrant communities. As a social housing provider, we’re passionate about making a real difference by providingsafe, affordable homesandimproving lives.

Our recruitment process is designed tosupport you every step of the way. If you need any adjustments or assistance, just let us know.

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