At a Glance
- Tasks: Join our Aftercare Team to resolve property defects and ensure customer satisfaction.
- Company: Stonewater is a leading housing provider managing 40,000 homes for diverse communities.
- Benefits: Enjoy a supportive work culture with opportunities for personal growth and development.
- Other info: Interviews on 8th and 9th September; flexible arrangements available.
- Why this job: Make a real impact by enhancing customer experiences in the housing sector.
- Qualifications: Strong communication skills and a commitment to excellent customer service are essential.
The predicted salary is between 28800 - 43200 £ per year.
Job Description
Permanent, Full Time (37.5 hours per week, Monday-Friday)
Here at Stonewater, we are looking for a dedicated and customer-focussed Aftercare Officer to join our team. You will need to deliver a customer led, efficient and professional aftercare service to include the swift resolution of outstanding property defects through liaison with the Development Construction & Delivery and New Homes team, the Customer Contact Centre, external consultants, contractors, and customers.
As our Aftercare Officer working within our dedicated Aftercare Team, you will identify, log and report defective construction works and follow defects through to satisfactory completion, pro-actively ensuring that on-going defect repair orders are being progressed and concluded to agreed timescales. You will also coordinate contractual end of defects inspections, ensuring those works are completed to the satisfaction of the customer. Actively managing the allocated defect mailbox, picking up general enquiries and assisting with the resolution of complaints, you’ll liaise with customers in relation to live defects and ensure excellent customer service is maintained. You’ll provide reports in relation to contractor performance, defect management and customers satisfaction as well as develop documentation and guides for customers and stakeholders for their new homes, all whilst recommending and implementing ongoing process improvements to continually enhance customer satisfaction.
The ideal candidate will have:
- A strong commitment to the delivery of a high level of customer service.
- Exceptional communication skills, able to communicate confidently and work effectively with all levels of stakeholders.
- Excellent organisational skills, able to identify priority defects and liaise with internal teams to ensure a speedy resolution.
- The ability to work at pace and under pressure whilst using own initiative, both independently and as part of a team.
- Good knowledge of IT applications, including experience in MS Excel.
- A strong eye for detail to check legal and other documents for accuracy.
- An understanding of the development process and construction industry, particularly in relation to property defects (desirable).
Appointment to this role will be subject to a satisfactory Disclosure and Barring Service Check, satisfactory references and possession of a valid Right to Work document.
Interviews will be held on 8th September (PM) and 9th September. Please highlight in your application if you are unable to attend on these dates and we will look to accommodate.
Stonewater reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date.
Discover Stonewater:
Stonewater is a leading housing provider. We manage around 40,000 homes, serving 93,000 customers across our portfolio of affordable properties for general rent, shared ownership and sale, alongside specialist accommodation, with an ambitious house-building programme.
Our mission is to provide quality homes and services for people whose needs are not met by the open market.
We’re looking for like-minded people to join our team of over 900 talented colleagues who embody our values of being ethical, ambitious, passionate, agile and commercial, as well as people who want to make a difference and transform people’s lives.
We are a Disability Confident Employer and working towards accreditation for becoming a Disability Confident Leader, which allows us to record and report on disability, mental health and wellbeing in the workplace to better support our colleagues. We have also achieved accreditation for being an Advanced Employer for Investing in Ethnicity Maturity Matrix. We are committed to being a Menopause Friendly employer and working towards accreditation our Menopause Friendly accreditation.
Are you ready to#DiscoverStonewater?
Aftercare Officer in Reading employer: Stonewater
Stonewater is an exceptional employer that prioritises a customer-focused approach while fostering a supportive and inclusive work culture. With a commitment to employee growth, we offer opportunities for professional development and actively promote diversity and wellbeing in the workplace. Join our dedicated team of over 900 colleagues and be part of a mission-driven organisation that transforms lives through quality housing services.
StudySmarter Expert Advice🤫
We think this is how you could land Aftercare Officer in Reading
✨Tip Number 1
Familiarise yourself with the construction industry and property defects. Understanding common issues and resolutions will help you speak confidently during interviews and demonstrate your commitment to the role.
✨Tip Number 2
Brush up on your customer service skills. Since the role is heavily focused on customer interaction, think of examples from your past experiences where you successfully resolved customer complaints or improved satisfaction.
✨Tip Number 3
Prepare to discuss your organisational skills. Be ready to share specific instances where you managed multiple tasks or priorities effectively, as this will be crucial for handling defect management.
✨Tip Number 4
Showcase your communication abilities. Practice articulating your thoughts clearly and concisely, as you'll need to liaise with various stakeholders. Consider role-playing scenarios to enhance your confidence.
We think you need these skills to ace Aftercare Officer in Reading
Some tips for your application 🫡
Understand the Role:Read the job description thoroughly to understand the responsibilities and requirements of the Aftercare Officer position. Tailor your application to highlight how your skills and experiences align with these expectations.
Highlight Customer Service Skills:Since the role focuses on delivering excellent customer service, make sure to provide specific examples in your CV and cover letter that demonstrate your commitment to customer satisfaction and your ability to resolve issues effectively.
Showcase Communication Abilities:Exceptional communication skills are crucial for this role. Include instances where you successfully communicated with various stakeholders or resolved conflicts, showcasing your ability to work with different levels of people.
Detail Organisational Skills:The job requires excellent organisational skills. In your application, mention any relevant experience where you managed multiple tasks or priorities, particularly in a fast-paced environment, to illustrate your capability to handle the demands of the role.
How to prepare for a job interview at Stonewater
✨Showcase Your Customer Service Skills
As an Aftercare Officer, your role revolves around delivering exceptional customer service. Be prepared to share specific examples from your past experiences where you successfully resolved customer issues or improved customer satisfaction.
✨Demonstrate Communication Proficiency
Exceptional communication skills are crucial for this position. During the interview, practice articulating your thoughts clearly and confidently. You might also want to prepare for questions that assess your ability to communicate with various stakeholders.
✨Highlight Organisational Abilities
The job requires excellent organisational skills to manage defect reports and prioritise tasks. Be ready to discuss how you have effectively organised your workload in previous roles, especially under pressure.
✨Familiarise Yourself with the Construction Process
While not mandatory, having a good understanding of the construction industry and property defects can set you apart. Brush up on relevant terminology and processes, and be prepared to discuss how this knowledge can benefit your role as an Aftercare Officer.
