Aftercare Coordinator (12 Month Fixed-Term Contract)

Torus Developments; Warrington; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Annual leave 25+ days

Pension plan

Flexible working

Travel opportunities

Job summary

Torus Developments in Warrington is seeking an Aftercare Coordinator to join our Development team on a 12‑month fixed‑term contract and deliver a high‑quality aftercare service for customers in our new build homes.

You will be the first point of contact for defects reported during the 12‑month defects period, coordinating with residents, contractors and internal teams to resolve issues promptly and professionally, from handover to remedial works completion.

Qualifications

• Experience in a new build customer care, aftercare or defects environment.
• Understanding defects process and commitment to customer experience.
• Experience supporting customers in a busy setting.
• Strong administrative and organisational skills, delivering to timescales.
• Excellent verbal and written communication with customers, colleagues and contractors.

Responsibilities

• Manage the defects process across developments during the 12‑month defects period.
• Be the first point of contact for customers, respond to enquiries and resolve issues professionally.
• Coordinate appointments between residents, contractors and stakeholders.
• Monitor and track defects, maintain records and provide progress updates.
• Build relationships with contractors, customers and colleagues to support aftercare service.
• Provide admin and diagnostic support to ensure timely resolution of defects.

Skills

Customer care

Communication

Organisational skills

Problem solving

Attention to detail

Tools

MS Office

Job description

Bank Park House, Warrington Office

Torus Developments

Full time

Fixed Term (6M+)

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 together in our Warrington Bank Park House office. In addition, this role requires regular travel to other Torus office locations across the working week to support business needs, so candidates must be able to attend our offices as required and be based within a reasonable commuting distance.

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.

What we’re looking for

• 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.

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

Each successful applicant will be required to complete the following pre‑employment checks prior to a start date being agreed:

• Right to work verification.
• Qualification certificate check (where applicable).
• Two satisfactory references.
• DBS check if applicable (Standard/Enhanced).
• Completion of all new starter documentation, including signed terms and conditions.

Please note, we reserve the right to close this advert early if we receive a sufficient number of applications.

£27,982 (pending pay award)

Hours

37

• Generous Annual Leave: Begin with 25 days plus bank holidays, increasing by one day each year up to 30 days after five years.
• Family Support: Enjoy enhanced maternity, paternity, and adoption pay, ensuring you can focus on what matters most during significant life events.
• Financial Flexibility: Take advantage of our holiday purchase scheme and Aviva pension plan. With Wagestream, access affordable loans (including season loans) and a portion of your pay instantly.
• Travel and Transport: Explore our lease car scheme and employee discounts on various products, including bikes and holidays.
• Continuous Learning: Access a range of learning opportunities, including e-learning workshops and support for professional qualifications.
• Recognition and Well‑being: Participate in our reward and recognition schemes, volunteer in your community, and benefit from enhanced sick pay and discounted gym memberships.
• Flexible Working: We champion flexible and agile working, supporting your individual needs and preferences.
• Comfortable Workspaces: Enjoy well-designed offices with excellent public transport links, alongside access to employee assistance programs and occupational health support.
• Health and Wellness: For eligible employees, we offer BUPA health expenses coverage, ensuring your health needs are taken care of.