Aftercare Coordinator

Torus Group; Warrington; On-site; GBP 23,000 - 31,000; Full time

Job summary

Torus Group is seeking an Aftercare Coordinator to join the Development team on a 12-month fixed-term contract, serving as the first point of contact for defects reported during the defects period for customers in newly completed developments.

You will coordinate appointments with residents and contractors, monitor defects, and support continuous service improvements to ensure a seamless handover through completion of remedial works.

Qualifications

• Experience in a new build customer care or defects environment.
• Understanding defects process and delivering excellent customer experience.
• Experience supporting customers and stakeholders in a busy, fast-paced setting.
• Strong administrative and organisational skills, with the ability to deliver work accurately and to agreed timescales.
• Excellent verbal and written communication skills, with the ability to build positive relationships with customers, colleagues, contractors and partners.
• A flexible and adaptable approach, with the ability to respond to changing priorities and business needs.
• Experience identifying and implementing improvements to processes and ways of working.
• A motivated, resilient and self-driven individual with a commitment to continuous learning and development.
• An understanding of the importance of value for money, alongside a strong commitment to health and safety.
• GCSE Grade C/4 or above in English and Mathematics (or equivalent), or the ability to demonstrate an equivalent level of knowledge through relevant experience.

Responsibilities

• Manage and coordinate the defects process across newly completed developments during the 12-month defects period.
• Act as the first point of contact for customers, responding to defects enquiries and resolving issues in a professional and customer-focused manner.
• Coordinate appointments between residents, contractors and relevant stakeholders to ensure defects are addressed in a timely manner.
• Monitor and track reported defects, maintaining accurate records and providing regular updates on progress.
• Build and maintain positive working relationships with contractors, customers and colleagues to support a seamless aftercare service.
• Provide administrative and diagnostic support to ensure defects are resolved accurately and within agreed timescales.
• Identify recurring defects and service trends to support continuous improvement and inform future development reviews.
• Support the implementation and ongoing management of defects monitoring systems and processes.
• Monitor performance against agreed targets and contribute to value for money and service improvement initiatives.
• Work collaboratively across teams to support the successful delivery of the wider development programme.

Skills

Customer service

Administrative skills

Communication skills

Organisational skills

Team collaboration

Adaptability

Education

GCSE English and Maths

Job description

We're looking for an Aftercare Coordinator to join our Development team on a 12-month fixed-term contract and play a key role in delivering an excellent aftercare service for customers living in our new build homes.

As the first point of contact for defects reported during the 12-month defects period, you'll work closely with customers, contractors and internal teams to ensure issues are resolved efficiently and professionally. You'll coordinate appointments, monitor reported defects, support service improvements and help deliver a seamless customer experience from handover through to completion of remedial works.

Working arrangements:

At Torus, we offer an agile approach to working, with the team typically spending Tuesdays and Thursdays in our Warrington Bank Park House office. Travel to other offices may be required on occasion in line with business needs.

What you'll be doing:

• Manage and coordinate the defects process across newly completed developments during the 12-month defects period.
• Act as the first point of contact for customers, responding to defects enquiries and resolving issues in a professional and customer-focused manner.
• Coordinate appointments between residents, contractors and relevant stakeholders to ensure defects are addressed in a timely manner.
• Monitor and track reported defects, maintaining accurate records and providing regular updates on progress.
• Build and maintain positive working relationships with contractors, customers and colleagues to support a seamless aftercare service.
• Provide administrative and diagnostic support to ensure defects are resolved accurately and within agreed timescales.
• Identify recurring defects and service trends to support continuous improvement and inform future development reviews.
• Support the implementation and ongoing management of defects monitoring systems and processes.
• Monitor performance against agreed targets and contribute to value for money and service improvement initiatives.
• Work collaboratively across teams to support the successful delivery of the wider development programme.

Experience working within a new build customer care, aftercare or defects environment.

• A good understanding of the defects process and a commitment to delivering an excellent customer experience.
• Experience supporting customers and stakeholders in a busy, fast-paced setting.
• Strong administrative and organisational skills, with the ability to deliver work accurately and to agreed timescales.
• Excellent verbal and written communication skills, with the ability to build positive relationships with customers, colleagues, contractors and partners.
• A flexible and adaptable approach, with the ability to respond to changing priorities and business needs.
• Experience identifying and implementing improvements to processes and ways of working.
• A motivated, resilient and self-driven individual with a commitment to continuous learning and development.
• An understanding of the importance of value for money, alongside a strong commitment to health and safety.
• GCSE Grade C/4 or above in English and Mathematics (or equivalent), or the ability to demonstrate an equivalent level of knowledge through relevant experience.

Interview process:

Shortlisted candidates will be invited to attend a competency-based interview at our Warrington Bank Park House office on either Tuesday 10th November 2026 or Thursday 12th November 2026. The interview will explore your skills, experience and approach to delivering excellent customer service, stakeholder engagement and effective management of the defects process.

Additional Information:

• Right to work verification.
• Qualification certificate check (where applicable).
• Two satisfactory references.
• Occupational Health questionnaire.