Aftercare Coordinator - SNG (Sovereign Network Group) : Job Details

We have a fantastic new opportunity to join our team as an Aftercare Coordinator at Sovereign Network Group.

The role will be based from our Bristol offices. We offer flexibility which combine a mix of home and office working to ensure a positive work/life balance.

About Sovereign Network Group (SNG)

We are thrilled to have joined forces with Network Homes in October 2023, which now places us as the 6th largest housing association in the UK. Sovereign and Network Homes have come together as SNG (Sovereign Network Group) – an organisation that takes the best of both and makes it even better.

The Role

Reporting to the Development Aftercare Experience Manager we're looking for someone to contribute to a high quality aftercare service from property handover through to the end of the defects period. You will be responsible for receiving, effectively handling, and providing guidance to customers with defects-related queries and on aspects of technologies within their new home.

The role will involve ensuring all aspects of the aftercare process are carried out professionally and efficiently whilst providing the highest level of customer service.  You will be liaising with relevant stakeholders to ensure that information is shared appropriately and accurately, and to ultimately seek resolution of defect matters.

• Be responsible for ensuring all aspects of the aftercare process are carried out professionally and efficiently
• Manage expectations of customers from the point of occupation through to the end of defects inspection
• Liaise with all relevant stakeholders to ensure that information is shared appropriately and accurately
• Act as the first point of contact for all after care queries and defects-related complaints
• Coordinate the recharge process in conjunction with Property Services
• Provide effective support to development teams as and when required

What we're looking for:

• Excellent relationship building and influencing skills with internal and external stakeholders
• Solid experience in administration within a busy customer focused role
• Experience of using several different computer systems
• Ability to manage your own work load
• Strong customer service focus & Confident telephone manner
• The ability to think quickly and clearly under pressure
• Empathy and a passion for helping people

Rewards package

• 25 Days Holiday (pro rata + Bank Holidays (with an extra day every year up to 30 days)
• Chance to buy or sell holiday as part of our flexible benefits package
• Generous company pension scheme, matched up to 12%
• Flexible working after probational period
• Recognition scheme
• Wellbeing discounts

At Sovereign Network Group, we are passionate about inclusion for all and creating a workplace where everyone can thrive, whatever their personal or professional background. We encourage applications from all. We believe that diverse talent makes us stronger.