At a Glance
- Tasks: Support new build homes with customer care, repairs, and inspections.
- Company: Community Gateway housing association dedicated to quality homes and customer experiences.
- Benefits: Competitive salary, 28 days leave, pension contributions, and development opportunities.
- Other info: Enjoy hybrid working and flexible hours while contributing to meaningful projects.
- Why this job: Make a real impact in the community by enhancing customer experiences in new homes.
- Qualifications: Experience in customer service, strong organisational skills, and a proactive attitude.
We are a Community Gateway housing association based in Watford, with over 13,500 homes across Hertfordshire and the surrounding areas. We are committed to providing high-quality homes and delivering excellent customer experiences. By listening and learning from our residents, we are driven by what matters most, making improvements that truly make a difference to people’s lives.
We’re looking for a dynamic Aftercare Officer to join our Quality and Aftercare team and play an important role in providing outstanding customer care to customers in our new build homes.
Introduction to the role
You will be involved with every aspect of post-occupancy support, from coordinating repairs and inspections to resolving issues quickly and keeping customers fully informed throughout their journey. This is not just a desk-based role – you will be out and about visiting new sites and customers as well!
This is your chance to make an impact and be part of the development of brand-new homes in Hertfordshire, Buckinghamshire and N.W London.
Role purpose
Reporting to the Aftercare Manager, you will work alongside a high-performing team responsible for delivering an excellent aftercare service to internal teams and customers, ensuring effective handovers and resolution of defects following the completion of new build homes.
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 home and services within their home (i.e. Heating).
- 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 and data analysis within the Aftercare function.
What are we looking for?
Essential:
- Experience of working in a similar role in a customer-facing environment (preferably in housing or construction).
- Good working knowledge of Microsoft Office packages.
- Ability to adapt positively to change.
- A proactive problem-solver who thrives in a fast-paced environment.
- Strong organisational skills and excellent attention to detail.
- Full driving licence and access to a vehicle for business use.
Desirable:
- Qualification in Customer Service, Construction or Housing Practice, or the willingness to work towards one.
- 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.
- Use of a CRM system.
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: 1st September 2026. Interviews: week commencing 7th September 2026. (Please note we reserve the right to close the vacancy early if we receive a large response.)
New Build Aftercare Officer (18-month Fixed Term Contract) in Watford employer: Chime Housing
Chime Housing is an excellent employer that prioritises the well-being of its employees while fostering a supportive work culture in Watford. With generous benefits such as 28 days' annual leave and a pension contribution of up to 11%, we are committed to employee growth and development, ensuring our team members feel valued and empowered in their roles. Join us to make a meaningful impact in the community while enjoying a rewarding career in a dynamic environment.
StudySmarter Expert Advice🤫
We think this is how you could land New Build Aftercare Officer (18-month Fixed Term Contract) in Watford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Chime Housing. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Chime Housing before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace New Build Aftercare Officer (18-month Fixed Term Contract) in Watford
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Chime Housing:Your cover letter is your chance to shine! Tell us why you want to work at Chime Housing specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Chime Housing!
How to prepare for a job interview at Chime Housing
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
