Aftercare Coordinator - Property Management - Lloyds Living

Purpose of the Role

The Aftercare Coordinator will play a pivotal role in delivering seamless experience for our customers whilst holding our suppliers to account. Acting as the central point of contact for defect resolution, you will ensure that all reported issues are managed efficiently, transparently, and in line with Lloyds Living’s commitment to exceptional service.

Key Responsibilities

• Be the first point of contact for Property Managers, escalating reported repairs to defects and ensuring clear communication and timely updates throughout the resolution process.
• Log, triage, and track defects using FixFlo and other internal systems, coordinating with suppliers and internal teams to achieve swift resolution.
• Coordinate access and appointments with customers, contractors, developers, and managing agents.
• Hold regular meetings with developers to drive SLA performance and ensure accountability and escalate to Head of Aftercare any blockers.
• Maintain systems, schedules, spreadsheets, and shared folders, ensuring consistency and accuracy across all platforms.
• Keep teams informed of key dates, updates, and handovers, and issue calendar invites for all relevant appointments.
• Update systems and log all information accurately, including maintaining filing discipline within the shared central mailbox.
• Support the full defect lifecycle, including logging, coordinating, monitoring, and progressing defects through to End of Defects sign‑off with developers, managing agents, and third parties.
• Coordinate End of Defects inspections and remedial works i.e. arranging access, communicating updates to customers and external parties, ensuring works are completed to required standards, and escalating delays where necessary.

Skills & Experience

Must Have

• 2+ years’ experience in the residential property sector
• Strong organisational skills and excellent attention to detail
• Excellent communication skills - able to build trust and manage expectations
• Ability to work under pressure and prioritise effectively
• Experience managing the full defect lifecycle through to end of defects ideally within the developer or housebuilding industry
• Familiarity with liaising with third parties, including Employers Agents, Managing Agents and Developers
• Proficiency in Microsoft Office and defect management platforms (e.g., FixFlo).

What We’re Looking For

• Professional and friendly approach – always customer focused
• A proactive problem-solver who thrives in a fast-paced environment.
• Someone who embodies Lloyds Living’s values: customer-first, collaborative, and committed to quality.
• A team player with a passion for delivering exceptional service and improving processes.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%
• An annual performance-related bonus
• Share schemes including free shares
• Benefits you can adapt to your lifestyle, such as discounted shopping
• 24 days' holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies

About working for us

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms.

We're committed to creating a consciously inclusive workplace where our colleagues can be themselves, thrive and perform at their best. We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer Initiative.

As an inclusive employer, we offer Workplace Adjustments for colleagues with a disability (which may include long-term health and neurodivergent conditions) where it is reasonable to do so. If you'd like an adjustment to the recruitment process just let us know.

If you're excited by the thought of becoming part of our team, get in touch. We'd love to hear from you.