Aftercare Coordinator - NHBC & Housing Customer Care

Incommunities; Pennsylvania; On-site; USD 45,000 - 50,000; Full time

Benefits offered by this job

Social Housing Pension Scheme with 10%

28 days annual leave + bank holidays

Cycle to work scheme

Mental Health First Aiders

Job summary

Incommunities in Bradford is seeking an Aftercare Coordinator to manage post-occupancy support for new-build homes. You will guide customers through the aftercare journey, coordinate inspections, and resolve issues with clear, timely communication.

The role requires NHBC warranties knowledge, strong customer service, and the ability to manage contractor meetings, visits, and records. Based in BD17, with 2 office days and a full UK driving licence preferred.

Qualifications

• Experience of working in a similar role within customer care, preferably in housing.
• Working knowledge of NHBC warranties.
• Customer focused with a track record of providing excellent customer service.
• Excellent relationship building skills and ability to communicate 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 while maintaining professionalism.
• Good working knowledge of Microsoft Office packages (Excel, Word, PowerPoint).
• 2 days in the office (BD17 7BN).
• Working hours: 8.30am–5.00pm Mon-Thu / 8.30-4.30 Fri.
• Full UK driving licence and access to a vehicle (desirable).
• Right to work in the UK – Visa sponsorship not available.

Responsibilities

• 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.

Skills

Customer care experience

NHBC warranties knowledge

Customer service excellence

Relationship building

Communication skills

Initiative and forward planning

Multitasking under pressure

MS Office proficiency

Job description

Incommunities in Bradford is seeking an Aftercare Coordinator to manage post-occupancy support for new-build homes. You will guide customers through the aftercare journey, coordinate inspections, and resolve issues with clear, timely communication.

The role requires NHBC warranties knowledge, strong customer service, and the ability to manage contractor meetings, visits, and records. Based in BD17, with 2 office days and a full UK driving licence preferred.