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?