Aftercare Officer (18-FTC)

Description:

Aftercare Officer (18-FTC)
Watford
Salary: £26,650 - £30,000
Full Time - 37 hours per week
Fixed Term Contract – 18 Months
At Chime Housing, we are committed to delivering high-quality homes and excellent customer experiences. We’re looking for an Aftercare Officer to join our Development Team and play a key role in supporting customers through the final stages of their home journey.
Introduction to the role
You’ll help ensure a smooth handover process and provide a responsive and customer-focused aftercare service, making a real difference to residents as they settle into their new homes.
Role purpose
To support the Aftercare Manager in delivering a high-quality aftercare service to internal teams and customers, ensuring effective handovers and resolution of defects following the completion of new build homes.
What’s the role?
Key Accountabilities:
* Support the delivery and handover of new homes, ensuring all required documentation and data is in place
* Act as a key point of contact for customer, contractor and developer queries relating to defects and aftercare
* Participate in handover and void inspections, recording property condition and maintaining accurate records
* Deliver home demonstrations to ensure customers understand their property and systems
* Manage defects from initial report through to resolution, ensuring works are completed within agreed timescales
* Support the handling of complaints, dissatisfaction and defect-related service requests
* Assist with customer satisfaction surveys and use feedback to improve services
* Contribute to reporting, data analysis and administrative processes within the Aftercare function
What are we looking for?
Essential:
* Experience of working in a customer-facing environment and managing expectations
* Strong IT skills, including Microsoft Office (Word, Excel, PowerPoint)
* Ability to adapt positively to change
* Highly motivated, with strong organisational skills and attention to detail
* Experience using CRM systems
* Full driving licence and access to a vehicle for business use
Desirable:
* Qualification in Customer Service, Administration, Housing Practice, or willingness to work towards one
Who you’ll work with
* Responsible to: Aftercare Manager
* Department: Quality and Aftercare
What can we offer you?
* 28 days’ annual leave (pro rata)
* Employer pension contribution of up to 11%
* Development opportunities
* Comprehensive employee rewards scheme
How we work
We embrace agile working — blending time in our communities, shared spaces, and remote working. With digital technology at the heart of our approach, we empower teams and individuals to work flexibly.
How to apply
If this sounds like your next role, click ‘apply now’, tell us why you’ve got what it takes, and attach a copy of your current CV.
Closing date: 21st August 2026
Interviews: TBC
(Please note we reserve the right to close the vacancy early if we receive a large response.)