Leaf Living OpCo Ltd
Aftercare Coordinator
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Aftercare Coordinator
As our Aftercare Coordinator, you will work on our PRS platform focused on single family housing. You will be responsible for supporting the Aftercare/defects team on a selection of the Leaf portfolio (to be regionalised as portfolio grows), working with Leaf’s development partners aftercare teams, consultant team and working closely with the Leaf Property Management team to ensure a smooth customer experience.
Joining the company at the start of a period of intense growth, there will be a significant pipeline of projects under contract as well as large growth plan that this person will be accountable for.
An ideal candidate for this role, will be someone who is working in a similar role for a developer or in an aftercare/defects team for a consultancy.
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Requirements
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- Experience working in a similar role either in customer service or for a developer/main contractor.
- Excellent communication and customer service skills.
- Professional and friendly personality with a can-do attitude.
- Able to work autonomously and collaboratively in a team.
- Comfortable making decisions and driving through resolutions.
Key Responsibilities
- Liaise with the Employers agent and COWs teams in the closeout of relevant defects at handover and end of defects.
- Liaise with the Developer Aftercare teams during the defect rectification period.
- Arrange and organise the redeployment of defects that fall outside of the SLA.
- Schedule visits to customers’ homes to review reported defects/poor workmanship/queries.
- Ensure any customer issues are investigated and resolved promptly and to a high standard.
- Work closely with the relevant Lead teams in ensuring resolutions of customer issues.
- Monitor sub-contractor performance and escalate trends and concerns.
- Arrange and oversee the end of defect (EOD) inspection process at the end of the defect liability period.
- Report to Aftercare Lead on all Aftercare matters, including performance of developers, CoWs, and contractors, and internal and external KPIs.
- Ensure all systems, relevant folders and the Aftercare inbox is updated and organised.
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