Aftercare Officer (18-FTC)

Fixed Term Contract 18 Months

At Chime Housing we are committed to delivering high-quality homes and excellent customer experiences. Were 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

Youll 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.

Whats 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 youll 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 youve got what it takes and attach a copy of your current CV.

Closing date: 21stAugust 2026
Interviews: TBC

(Please note we reserve the right to close the vacancy early if we receive a large response.)

INDLOW

We are Chime Housing a Community Gateway housing association with over 13500 homes across Hertfordshire and the surrounding areas.

Our core focus is on providing good-quality places to live for lower-income households and most of our homes are for social and affordable were formed in June 2026 through the merger of Thrive homes and Watford Community Housing two well-respected housing associations with shared values ideas and geography.

As a Community Gateway were committed to putting our residents at the heart of everything we do. As well as working closely with residents to make sure were delivering excellent services we encourage them to become members so they can vote and make decisions which help to shape what we do.