At a Glance
- Tasks: Manage defects and enhance customer experience for new homes.
- Company: Amplius, a leader in housing and construction.
- Benefits: Competitive salary, hybrid work, and career development opportunities.
- Other info: Join a dynamic team with a focus on continuous improvement.
- Why this job: Make a real difference in customer satisfaction and home quality.
- Qualifications: Experience in housing or defect management and strong customer service skills.
The predicted salary is between 32369 - 32369 £ per year.
Hybrid - Milton Keynes, Peterborough or Boston
Permanent, Full Time
As a New Build Aftercare Coordinator at Amplius, you’ll support the delivery of around 1,000 new homes each year, managing defects during the liability period and working closely with customers, contractors, developers and internal teams to ensure a positive aftercare experience.
Salary: £32,369.82 per year
Contract: Permanent, full time
Your week: 36.25 hours, Monday to Friday, 9am to 5.15pm
Location: Hybrid with a weekly presence in either our Milton Keynes, Peterborough or Boston office
Snapshot of your role
- Act as the first point of contact for all defect‑related enquiries during the liability period, aiming to resolve issues at first contact where possible.
- Triage, assess and categorise reported defects using NHBC or equivalent standards, working with inspectors to confirm validity.
- Record and manage all customer interactions accurately using Dynamics CRM, ensuring full compliance with data protection requirements.
- Provide clear and responsive communication across phone, email, live chat and in‑person channels.
- Coordinate with contractors and internal teams to progress repairs through to timely completion and customer sign‑off.
- Support reporting activity including developer performance updates, defect trends, satisfaction surveys and complaints resolution.
- Prepare Home User Packs, support site handovers and contribute to warranty processes, KPIs and ongoing service improvements.
What we’re looking for
- Experience in housing, construction, aftercare or defect management (e.g. NHBC processes)
- Strong customer service background in a high‑volume, fast‑paced environment
- Experience using CRM systems (ideally Microsoft Dynamics) for logging and tracking cases
- Ability to coordinate multiple stakeholders such as contractors, developers and internal teams
- Strong organisation skills with the ability to manage priorities and meet SLA targets
DBS clearance is required for this role.
Important - We do not provide visa sponsorship; you must be eligible to work in the UK. You must reside in the UK for the duration of your employment and provide Right to Work evidence.
New Build Aftercare Lead: Defects & Customer Experience in Milton Keynes employer: Amplius
Amplius is an exceptional employer that prioritises employee growth and a supportive work culture, making it an ideal place for those passionate about customer experience in the housing sector. With a hybrid working model across Milton Keynes, Peterborough, and Boston, employees enjoy flexibility while contributing to the delivery of 1,000 new homes annually. The company fosters collaboration among teams and offers opportunities for professional development, ensuring that every team member can thrive in their role.
StudySmarter Expert Advice🤫
We think this is how you could land New Build Aftercare Lead: Defects & Customer Experience in Milton Keynes
✨Tip Number 1
Network like a pro! Reach out to people in the housing and construction sectors, especially those who work at Amplius. A friendly chat can sometimes lead to opportunities that aren’t even advertised.
✨Tip Number 2
Show off your customer service skills! When you get the chance to speak with someone from the company, highlight your experience in managing customer interactions and resolving issues quickly. It’s all about making a great impression!
✨Tip Number 3
Be prepared for the interview! Research common defect management scenarios and think about how you would handle them. We want to see your problem-solving skills in action, so come ready with examples.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the team at Amplius.
We think you need these skills to ace New Build Aftercare Lead: Defects & Customer Experience in Milton Keynes
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience that match the New Build Aftercare Lead role. Highlight your background in housing, construction, or defect management to show us you’re the right fit!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about aftercare and how your customer service experience can enhance our team. Keep it engaging and relevant!
Showcase Your Communication Skills:Since this role involves a lot of communication, make sure to demonstrate your ability to convey information clearly. Whether it's in your CV or cover letter, let us see your knack for effective communication!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Amplius
✨Know Your Stuff
Make sure you brush up on your knowledge of defect management and aftercare processes, especially NHBC standards. Familiarise yourself with common issues in new builds and how to resolve them, as this will show your expertise and readiness for the role.
✨Customer Service is Key
Since this role involves a lot of customer interaction, prepare examples of how you've handled customer queries or complaints in the past. Highlight your ability to communicate clearly and effectively, as well as your knack for resolving issues quickly.
✨Get to Grips with CRM Systems
If you have experience with Microsoft Dynamics or similar CRM systems, be ready to discuss it. If not, do a bit of research on how these systems work and think about how you would use them to log and track defects efficiently.
✨Show Your Organisational Skills
This role requires juggling multiple stakeholders and priorities, so come prepared with examples that demonstrate your organisational skills. Talk about how you manage your time and ensure that all parties are kept in the loop during the aftercare process.
