Aftercare Coordinator

We are looking for an Aftercare Coordinator to join our Growth and Development division. Reporting into the Aftercare Manager, you will provide an excellent service to our customers, addressing and resolving issues or complaints and coordinating various aspects of post-occupancy support to ensure our customers needs are met. This is an exciting time to join Incommunities as we continue to deliver our growth program, building circa 400 new properties each year.

**About us**

We are social housing landlord and think our vision of Improving Lives Incommunities says it all

Working to provide great homes in great neighbourhoods, we manage more than 22,600 homes across Yorkshire and are proud to collaborate with our customers, communities, local and national stakeholders to achieve this.

Our values are at the heart of everything we do, inspiring our thinking and guiding our plans and actions. This year will see us continue to focus on our 2 -year plan, to 2024. Our plan puts customers at the heart of what we do, providing great places to live and work, with homes that they are proud to live in.

**Responsibilities**
- Oversee and coordinate various aspects of post-occupancy support ensuring customers' needs are met and issues are resolved promptly
- Be a central point of contact for customers, addressing and resolving issues or complaints by coordinating with relevant departments to ensure a timely resolution
- Conduct inspections on newly constructed properties and overseeing, authorising and accurately recording defects and repairs
- Build and maintain strong relationships with internal and external stakeholders
- Ensure customers understand and adhere to aftercare service procedures
- Actively seek customer feedback to improve services whilst also managing their expectations
- Maintain accurate records and documentation of tenant issues and resolutions on our systems
- Produce and monitor weekly reports to ensure accurate and timely completion of tasks

**About you**
- Have the ambition to continuously improve service, deliver results with excellence, show that you care and act with integrity
- Know how to deliver excellent customer service and manage customer expectations
- Have excellent interpersonal and communication skills
- Have strong problem-solving and analytical skills and can identify and address issues promptly and effectively
- Have exceptional organisational skills to manage multiple tasks, prioritize effectively, and meet tight deadlines

**Requirements**:

- Experience of working in a similar role within customer care. Preferably in the housing sector
- Being customer focussed, provide excellent customer service with customer commitment at the heart of all we do
- Excellent relationship building skills and an ability to communicate effectively 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 whilst maintaining high standards of professionalism
- Good working knowledge of Microsoft Office packages e.g., Excel, Word, PowerPoint
- Full UK driving licence and access to a car for work

**Benefits**
- Starting salary of £28,370 per year
- West Yorkshire Pension Fund membership - current employer contribution is 16.3%
- Excellent holiday allowance that increases with service
- Training, development, and qualification opportunities
- Corporate health scheme membership
- Access to an Employee Assistance Programme
- Cycle to work scheme
- Local gym membership discounts.
- A team of trained Mental Health First Aiders who are available for colleagues to contact for support

**Please include a cover letter, highlighting your suitability for the role.**
- As a Mindful Employer we have committed to working towards better mental health in the workplace and are determined to deliver a culture of physical and mental wellbeing openness and support. Incommunities is also recognised as ‘Committed’ to being Menopause Friendly. The Menopause Friendly Accreditation recognises inclusive employers that build awareness and understanding of how menopause can have an effect at work and shows we take the wellbeing of our colleagues seriously._