Retail Coordinator, Office Administrator​/ Coordinator

About The Role

As our Aftercare Coordinator
, you’ll play a key role in helping us deliver a great customer experience for our new home customers. You’ll provide friendly, efficient coordination support to the Aftercare team, helping ensure defects are logged, monitored and resolved in a timely way.

You’ll be the first point of contact for incoming defect reports, keep information up to date in our systems, and work closely with colleagues and contractors to keep things moving. You’ll also help ensure customers feel supported throughout the process by sharing clear information and coordinating visits and communications.

• Monitoring and triaging incoming defect reports and allocating them to the right team member.
• Contacting new home customers within one month of moving in to provide defect‑reporting information.
• Recording and updating defects from handover and end‑of‑defects inspections in Live West systems.
• Coordinating end‑of‑defects inspections and providing customers with updates and documentation.
• Supporting the team to monitor, chase and close down end‑of‑defects works and keep accurate records.
• Producing weekly reports of outstanding defects for contractors.
• Raising purchase orders, processing invoices and maintaining accurate system updates.
• Supporting responses to customer complaints relating to defects.

You’ll be joining a friendly, supportive team that makes a real difference to the customer experience for our new homeowners. You’ll have the opportunity to develop your coordination skills, work collaboratively across teams, and help shape how we continue to improve our approach to Aftercare.

This is a part‑time role working 14.8 hours per week – working pattern is Thursday and Friday.

This is an office‑based role, either working in our Exeter, Weston or Tolvaddon office.

To be successful in your application for the role of Coordinator – Aftercare, you will have the essential skills and experience for a Level 1 role (please see candidate information pack) and the following role‑specific skills and experience:

• Excellent customer care and advocacy skills.
• Knowledge of building and defects.
• Ability to assess difficult situations and provide solutions.
• Strong communication skills with the ability to liaise professionally with customers and colleagues.
• Experience working in a customer‑focused organisation.
• Ability to maintain accurate, up‑to‑date records with excellent attention to detail.
• Ability to contribute positively to procedures and controls that ensure data integrity.
• Confident in using Microsoft Office and databases/systems.
• Good level of literacy and numeracy.

• Comprehensive understanding of NHBC or similar warranty policies.
• Experience working in a housing‑related setting.

Please note, we are unable to provide CoS for this role; therefore, applicants must have the right to work in the UK for the full duration of this role without requiring a CoS.

• Generous Annual Leave: Start with 26 days, plus bank holidays, increasing to 30 days with length of service - and the option to purchase up to 5 extra days (pro rated for part time roles).
• Pension Contributions: Enjoy up to 9% employer contributions with our Defined Contribution scheme.
• Health Benefits and Perks: Access to a health care cash plan (worth up to £1,100 annually), virtual GP services, discounted gym memberships, and retail discounts including access to a Blue Light Card.
• Learning and Development: Invest in your future with ongoing personal and professional growth opportunities.
• Family Support: Policies designed to help you balance work and family life, including a new child payment.
• Wellbeing Matters: Prioritise your health with mental health support, enhanced sick pay, wellness campaigns, and free flu jabs.
• Smarter Travel: Save with our Cycle to Work and Car Benefit schemes.
• Giving Back: Up to four paid volunteering days a year to support our communities.

At Live West, we are united by a shared mission: to create a home for everyone. Each of us takes pride in playing our part in achieving this…