New Homes Aftercare Support Officer P/T

Support residents from move-in to end of defects. Take ownership of coordinating defects activity, maintaining accurate data and keeping everything moving, while delivering a consistently positive and proactive service that makes a real difference to our customers’ experience.

We are looking for an organised, proactive and customer-focused Aftercare Support Officer to play a key role in our New Homes Aftercare service. This is an important support role within the Development Directorate, where your coordination skills, attention to detail and commitment to residents as well as the team will help ensure a smooth and positive aftercare experience. The role is hybrid with two days in our office in High Wycombe and some remote/home working. There will be some travel within our area of operation; Buckinghamshire and surrounds so you will need a driving licence and regular access to your own vehicle.

Salary: £18,381 p/a for 20 hours p/w (full time equivalent £34,006 p/a). We are open to a variety of work patterns ie 4 or 5 part days or 3 full days, which can be discussed at interview, please state your preference in your application.

About the Role/team: You’ll be at the heart of our End of Defects (EOD) process, supporting colleagues, coordinating communication and ensuring accurate records and systems underpin high-quality service delivery. As an Aftercare Support Officer, you’ll provide effective administrative and operational support across the Aftercare team and the wider Development Directorate. You’ll help maintain accurate data, manage communications and support compliance, reporting and service standards. A core element of the role is supporting and coordinating End of Defects (EOD) activity across new build schemes.

• Provide effective and flexible administrative and operational support to the Aftercare team, including managing shared inboxes and supporting day-to-day aftercare activity.
• Provide additional support to the wider Development Directorate where required, helping maintain service continuity and effective coordination.
• Support and coordinate the End of Defects (EOD) process across new build schemes, ensuring inspections are scheduled, managed and completed in line with agreed procedures and timescales.
• Proactively monitor upcoming Defects Liability Period end dates, liaising with internal colleagues and Employers’ Agents to confirm inspection dates and escalating delays where required.
• Coordinate resident communications relating to EOD activity, including issuing invitations, confirming appointments, following up non-responses and responding to enquiries.
• Ensure all resident contact, inspection outcomes and follow-up actions are accurately recorded and progressed within relevant systems.
• Maintain accurate EOD records, including updating tracking spreadsheets and logging agreed defect items on system.
• Support the Aftercare team to maintain accurate scheme, property and resident information, enabling effective monitoring, reporting and defect closure.
• Support financial processes where required, including raising purchase orders and logging and coding invoices.