New Build Aftercare Officer (18-month Fixed Term Contract)

(18-month Fixed Term Contract)

Full Time37 hours per week

The Vacancy

We are a Community Gateway housing association based in Watford with over 13500 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 peoples lives. Were 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 delivering an excellent 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 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 youve 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.)

INDMED

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.