Salary: £26,650 - £30,000
Watford (Hybrid Working: 2-3 days in the office weekly)
Full Time, 37 hours per week
The Vacancy
We are a Community Gateway housing association based in Watford, with over 13,500 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 people’s lives. We’re 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.
What’s 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 you’ve 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.)
Salary description
£26650.00 - £30000.00 per year