Customer Care Co-ordinator

Salboy Limited; Manchester; On-site; GBP 32,000 - 46,000; Full time

Job summary

Salboy Limited is seeking a proactive, organised, customer-focused professional to own aftercare for homeowners, manage defects and complaints post-completion, and oversee maintenance of its residential rental portfolio.

You will combine customer relationship management, property inspections, defect assessment and remedial works coordination across trades, with travel across Manchester and nationwide. This is an office-based role with no hybrid option.

Qualifications

• Experience in customer care, aftercare and residential construction.
• Experience with property maintenance and management.
• Ability to coordinate repairs across multiple trades.
• Full UK driving licence and willingness to travel.
• Familiarity with Fixflo or an equivalent system.

Responsibilities

• Take ownership of aftercare cases from initial report to final resolution.
• Visit completed homes to assess issues and identify likely causes across trades.
• Prepare scopes of work, coordinate contractors and monitor repairs.
• Manage maintenance across the rental portfolio and check-outs.
• Maintain records in the property management system and liaise with parties.
• Coordinate inspections and visits with homeowners, tenants and contractors.
• Identify high-risk issues and escalate as needed.
• Ensure properties meet required standards before new tenancies.

Skills

Customer care

Organisation

Communication

Problem solving

Property management

Tools

Fixflo

Job description

Location: Salford Crescent, with travel across Manchester and nationwide as required
Salary: Competitive

The Opportunity

Salboy is looking for a proactive, organised and customer-focused professional to join its team, taking ownership of homeowner enquiries, reported defects and complaints following legal completion, alongside the maintenance and turnover of its residential rental portfolio.

This is a varied, hands-on role combining customer relationship management, property inspections, defect assessment, remedial works coordination and residential property maintenance.

You will manage aftercare cases from initial report through to resolution while also overseeing maintenance requirements within the rental portfolio and coordinating property check-outs to ensure homes are well maintained and ready for incoming tenants.

You will need a sound understanding of residential construction and common new-build defects, alongside the judgement to distinguish construction-related issues from normal settlement, wear and tear or routine homeowner maintenance. You will also be responsible for identifying maintenance requirements, assessing property condition and coordinating the necessary works between tenancies to ensure properties are presented to the required standard.

Working closely with Construction, Technical and Sales teams, as well as contractors, subcontractors, suppliers, consultants and warranty providers, you will play an important role in maintaining property standards, managing expectations and delivering a positive experience for both homeowners and tenants.

This is an office based role, we do not offer hybrid working.

Key Responsibilities

• Take ownership of aftercare cases from initial contact to final resolution, keeping homeowners and tenants informed and ensuring agreed actions are completed within appropriate timescales.
• Visit completed homes to investigate reported issues, assess their nature and severity, and identify likely causes across relevant construction trades.
• Prepare clear scopes of work, coordinate appropriate contractors and specialists, arrange access and appointments, and monitor the quality and completion of repairs.
• Manage reported maintenance issues across the residential rental portfolio, coordinating contractors, prioritising repairs and ensuring properties remain safe, well maintained and fit for occupation.
• Review check-out inventories and property condition reports, identify damage, outstanding maintenance and remedial requirements, and coordinate the necessary works to ensure properties are ready for incoming tenants.
• Liaise with homeowners, tenants, internal teams and external contractors to arrange inspections, access, repairs and follow-up visits.
• Manage challenging conversations and sensitive complaints professionally, balancing customer expectations with contractual responsibilities and the company's interests.
• Maintain accurate, up to date records in Fixflo or the relevant property management system, documenting communications, inspection findings, appointments, actions, costs and outcomes.
• Identify urgent, high risk and safety critical issues, escalating structural concerns, significant costs and potentially contentious or legally sensitive matters appropriately.
• Follow up on outstanding actions, verify that agreed works have been completed satisfactorily and ensure properties meet the required standard before cases are closed or new tenancies commence.

Skills and Experience

• Experience in customer care, aftercare, residential construction, property maintenance, property management, site management, finishing or quality inspection.
• A practical understanding of new-build construction and common defects across multiple trades, with the ability to assess likely root causes.
• Experience carrying out property inspections, evaluating workmanship and coordinating remedial or maintenance works.
• An understanding of residential property maintenance, check-out inventories, property condition assessments and preparing properties for new tenancies.
• Strong customer service and communication skills, including the ability to manage complaints, resolve disputes and de-escalate difficult situations with homeowners, tenants and contractors.
• Working knowledge of Fixflo or a comparable property maintenance or defect management system, including case records, communications, appointments and reporting.
• Excellent organisational skills, attention to detail and the ability to manage multiple properties, cases and competing priorities.
• A methodical approach to problem-solving, sound professional judgement and the confidence to
• A full UK driving licence and willingness to travel between developments and properties across Manchester and other UK locations.