Aftercare Coordinator

3 weeks ago

London, United Kingdom Sage Homes Full time

**About Sage Homes**

Sage Homes is an innovative Blackstone and Regis business addressing the housing crisis in England by making good homes affordable for people across the country who need them.

Since 2017 we have delivered around 15,000 new homes across affordable rent, shared ownership and social rent for individuals and families. In 2021 Sage Homes became the largest provider of new affordable housing in England, and by 2030 we have committed to deliver 30,000 high-quality affordable homes across the country.

We have invested more than £3 billion into high-quality affordable housing. Our entrepreneurial spirit combined with our technical expertise has got us to where we are today and will enable future sustainable growth.

**About the role**:
We are seeking a dedicated and experienced Aftercare Coordinator with a housing background to join our dynamic team. As an Aftercare Coordinator, you will play a pivotal role in ensuring exceptional aftercare services for our valued customers consistent with Sage values.

**This role is hybrid working from our Covent Garden office**:
**Key duties**:

- Be the first point of contact to deal with customer queries in a professional and timely manner
- Manage the defects systems to ensure issues are correctly recorded and maintained.
- Allocate Customer reported defects to relevant Development partner and ensure closure within agreed service level agreement (SLA)
- Undertake general administrative duties relevant to the Aftercare team
- Process reports following internal home visits, entering the information onto the Clixifix / CRM system
- Issue task instructions to Employers Agents, Developers and / or Subcontractors with relevant priority settings
- Monitor all Developer and Subcontractor works ensuring that all work is completed within agreed timeframes / SLA
- Good understanding of product on new developments
- Provide management information to senior management team
- Escalate any issues or risks to the appropriate person
- Be familiar with, and hold a good understanding of required policies and procedures

**About you**
- Proven experience in a customer facing role within the housing industry
- Proficient in using customer relationship management (CRM) software and other relevant IT tools
- Excellent written and verbal communication skills - engaging with customers, suppliers and partners
- Pro-active approach with the ability to work independently and as part of a team
- Good understanding of construction methods and terminology
- Commercial awareness
- Exceptional problem solving abilities and the capacity to handle challenging situations with professionalism and empathy
- Resilient personality and ability to maintain a professional image
- Ability to organise and prioritise effectively

We are committed to ensuring you have the best career here at Sage. As well as regular support and guidance from your manager you can expect to receive a variety of learning and development opportunities to support you as you grow within our business. This includes internally and externally delivered development programmes and opportunities to study for professional accreditations and qualifications.

**About the culture**

We truly care about the outcomes we deliver; creating safe and environmentally friendly places for people to flourish. And we're curious, passionate and inventive in the way we create social change.

Sage is a fast-paced and supportive environment where ambitious and proactive employees thrive. People are empowered to use their pioneering efforts to grow themselves and our business.

We are proudly committed to creating an inclusive workplace, where the diversity of our people and their ideas are truly valued and we love to see applicants from diverse backgrounds and different walks of life.

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