Aftersales & Defect Administrator

Company Overview:

Coinford is a groundworks and concrete frame specialist that deliver contracts ranging from £1million to £50million throughout London and the Southeast of England.

Role Purpose/Objective:

Based in our Luton office, we are seeking a proactive and customer-focused Aftersales & Defect Administrator to join our construction team. In this role, you will be the main point of contact for our clients and after project completion, handling defect reports, and general after-sales queries.

Key responsibilities include:

• Handle all incoming after-sales queries, defect reports from clients, and site teams.
• Log, track, and update all issues on the company’s after-sales/CRM system.
• Liaise with internal teams to arrange inspections, repairs, and remedial works.
• Coordinate schedules and appointments between clients and contractors.
• Monitor service-level agreements (SLAs) to ensure timely resolution of issues.
• Maintain accurate records of all communications, appointments, and completed works.
• Prepare and issue relevant correspondence, including work orders, appointment confirmations, and completion reports.
• Support senior leadership in reporting trends, recurring issues, and performance statistics.
• Deliver excellent customer service and uphold the company’s reputation for quality and reliability.

Experience/skills required:

Essential:

• A professional, courteous, and empathetic approach to client interactions.
• Ability to build strong relationships with clients, subcontractors, and internal teams.
• Strong administration and organisational skills, with excellent attention to detail.
• Ability to work independently while staying proactive and self-motivated.
• Proficiency in Microsoft Office (Word, Excel, Outlook) and CRM/field management systems.
• Excellent communication skills, both written and verbal.
• Ability to manage multiple tasks and priorities in a fast-paced environment.

Desirable:

• Previous experience in an administrative, customer care, or aftersales role, ideally within construction or housebuilding.
• Proven ability to identify and proactively resolve problems.
• Flexibility and adaptability as a collaborative team player.