Aftercare Coordinator

• Must be customer service focused
• Be able to juggle a heavy work load
• Long term career development and prospects

Aftercare Coordinator – Docklands, London
Are you passionate about delivering outstanding customer service and being the go-to problem solver in a fast-paced, design-led property environment? An opportunity has arisen for an Aftercare Coordinator to join a forward-thinking property developer at the heart of one of London’s most ambitious regeneration projects. Set within a vibrant community that blends creativity, culture and urban design, this role plays a vital part in ensuring residents experience a smooth and positive journey long after they’ve moved in.

You’ll be joining a tight-knit and collaborative Customer Services team that thrives on quality, efficiency, and continuous improvement. The ideal candidate will be calm under pressure, customer-focused, and a proactive communicator—someone who can seamlessly coordinate defect resolution, manage multiple stakeholders, and ensure every interaction is professional, timely and solution-driven. If you enjoy problem solving, building rapport and being part of something transformative, this is the role for you.

Key Responsibilities:

• Act as the main point of contact for residents reporting defects during the warranty period, offering friendly, professional and prompt support.
• Log and manage all customer interactions and issues in Salesforce, ensuring accurate records and timely follow-ups.
• Liaise with contractors, surveyors, and internal teams to coordinate effective resolutions to defects and customer concerns.
• Triage non-warranty queries with accurate advice to manage expectations and guide customers effectively.
• Manage shared inboxes and phone lines, prioritising and scheduling appointments for Aftercare Managers and operatives.
• Support administrative functions including reports, meeting coordination, booking works, and managing customer feedback responses.
• Contribute to improving customer satisfaction ratings by following up on surveys and acting on insights with the wider team.
• Collaborate with cross-functional departments to deliver a seamless customer experience and maintain high standards of service.

If you believe you’re the right person for this role and you’re excited about the opportunity to help shape a growing community while delivering exceptional customer service, we’d love to hear from you. Please get in touch with us to find out more or to submit your application.

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