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Defects Coordinator

About the role:

This role of Defects Coordinator is a great opportunity for a motivated individual to join our talented Operations Team and be responsible for the management of the end of defects process, implementation of IT systems and assist the defects team to continuously improve the service we offer to customers. The role would suit someone with excellent administrative skills and a keen interest in the housing sector.


It is a hands-on role, where you will work closely with colleagues and act as our main point of contact for incoming calls and end of defects works, assisting the defects team and Defects Manager to provide a service that is second to none. You will assist the defects team with the End of Defect process from start to finish, including liaising with Project Managers and Employers Agents to ensure inspection deadlines and SLAs for defect response times are met, you will be the first point of contact for incoming calls and assist with reports on statistics, recommend service improvements and working with stakeholders to ensure that customers’ needs are met.


Key duties include:

  • Coordinate and process end of defects inspections, upload defect lists to relevant IT and CRM systems and forwarding to developers in a timely manner.
  • Manage and input into the IT system (Clixifix) – full training will be provided.
  • Answer the phone, manage email inboxes, field calls and emails to the correct internal team members or signpost customers to external agencies.
  • Support the defect team with defects enquiries
  • Assist the Defects Manager with the accurate recording, tracking, monitoring, reporting and analysis of defects including those that have been made into complaints.
  • Liaise with colleagues and stakeholders to ensure general enquiries are responded to in a timely manner.
  • Assist with duties relating to customer engagement, customer satisfaction and service including arranging meetings, customer liaison, document, and digital management, attending meetings, taking minutes, and assisting with reporting.
  • Build relationships with customers, help them with issues, and continually delight them with a positive, customer-centric attitude.
  • Embed a culture of customer first, can-do attitudes, collaboration, and positivity.
  • Provide advice, support, and guidance to colleagues on responding to defect enquiries in line with policies and procedures.
  • Assist with the monitoring of performance and compliance relating to defects, and taking action as required.
  • Assist in identifying common issues, trends and gaining insight thus improving customer satisfaction levels.
  • Build and maintain effective relationships with internal and external partners to in a spirit of mutual co-operation and trust, Sage’s collective strategic priorities.
  • Work collaboratively with colleagues and make recommendations for improvements in procedures.
  • Deliver a customer-focused and proactive service to customers ensuring Sage’s service standards, principles, policies, and procedures are adhered to by internal/external partners.
  • Receive and distribute information and communications effectively.
  • Assist with improving the customer journey.
  • Maintain confidentiality and observe data protection guidelines in line with GDPR
  • Any other duties as directed.


About you:


  • Ability to offer an exceptional, customer-focused service.
  • Ability to use Excel, OneDrive, Word, Outlook, Teams, SharePoint and PowerPoint.
  • Ability to use initiative to solve problems independently in a professional setting.
  • Excellent communicator and have experience in communicating and negotiating with internal and external partners verbally and in writing
  • Experience in customer service processes including engagement and satisfaction.
  • Ability to act efficiently and proactively; and make effective decisions within defined decision-making processes.
  • Organised and able to self-manage; motivated by own workload, priorities and deadlines.
  • Self-driven, accountable and embrace change and opportunity.
  • Proactive and take a creative approach to relationship-building and problem solving.
  • Decisive and able to work at a fast pace.
  • Have a natural customer focus, a can-do attitude and is a champion for the customer.
  • Confident and tenacious; resilient and hard-working.
  • Experience in Defects desirable but not essential




A higher education qualification (e.g. Degree) and / or substantial relevant experience.

If you are interested in the role, please e-mail your CV to