Aftercare Co-ordinator

Job Title: Aftercare Co-Ordinator

Department: Customer Aftercare

Location: Manchester based

Salary: Upon Application

Employment Type: Full time, Permanent

Responsible to: Office Aftercare Manager

Join the Disruption!

Domis Construction is one of the North’s fastest growing construction companies, delivering high profile residential and commercial developments with pace, quality and a practical, solutions led approach.

We are now seeking an Aftercare Co-Ordinator to join our Customer Aftercare team. Reporting to the Office Aftercare Manager, this role will support the smooth coordination and completion of customer defects within agreed service level agreements.

This is a customer focused role that involves managing communication, booking appointments, liaising with subcontractors and internal teams, responding to queries and ensuring defects are progressed efficiently from report through to resolution.

Key Responsibilities

• Provide a professional, customer focused and efficient aftercare service
• Manage the end-to-end defect rectification process from report to completion
• Schedule works and liaise with subcontractors, internal teams and property management agents
• Book and manage appointments for subcontractors and internal team members
• Ensure appointments are met and defects are progressed within agreed SLA targets
• Accurately diagnose work required through problem solving and troubleshooting
• Report required works to relevant builders, contractors or internal teams for rectification
• Follow up outstanding works and highlight tickets that fall outside SLA
• Respond to customer complaints, queries and general aftercare communication
• Manage communication through Clixifix, the aftercare inbox and incoming phone calls
• Make outbound calls to homeowners and letting agents when required
• Create new homeowner portals on Clixifix and upload relevant documentation
• Order materials and support general administrative tasks where required
• Build strong working relationships with subcontractors to resolve defects efficiently
• Process completion reports and share feedback with relevant colleagues
• Provide regular updates to site teams and the wider customer aftercare team on progress and potential issues

Requirements

• Previous customer service experience
• Strong communication skills, both written and verbal
• Good planning, organisation and administration skills
• Ability to build rapport and deliver a high quality customer experience
• Confident handling phone calls, emails, queries and complaints
• Able to work independently and as part of a team
• Flexible approach with the ability to manage changing priorities
• Strong attention to detail and ability to keep accurate records
• Comfortable using digital systems and portals
• Previous experience in an aftercare, defects, property, construction or customer care role is desirable
• Experience using Clixifix is advantageous

Personal Attributes & Desired Behaviours

• Integrity: Handles customer queries, complaints and defect information professionally, honestly and with care.
• Ownership: Takes responsibility for progressing defects, following up outstanding actions and driving issues through to completion.
• Together: Works closely with customers, site teams, subcontractors, property managers and the wider aftercare team to achieve positive outcomes.
• Trust: Builds confidence through clear communication, reliable updates and consistent follow through.
• Adapt: Responds positively to changing priorities, customer needs and fast-moving aftercare requirements.
• Respect: Treats homeowners, letting agents, colleagues, subcontractors and site teams with professionalism, patience and courtesy at all times.

Why Join Us?

• Join a growing Customer Aftercare team within a fast-moving construction business
• Play a key role in supporting homeowners and maintaining high service standards
• Work closely with site teams, subcontractors and property management agents
• Develop your skills in customer care, defect coordination and construction aftercare
• Be part of a company focused on quality, service and practical delivery
• We are an equal opportunities employer and welcome applications from all qualified candidates.