New Build Aftercare Officer (18-month Fixed Term Contract

New Build Aftercare Officer (18-month Fixed Term Contract)
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 peoples lives.
Were looking for a   dynamic   Aftercare Officer to join our Quality and Aftercare   team and   play a  n 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 house building industry
Familiarity with liaising with third parties, including Employers Agents, Managing Agents and Developers
Use of a CRM system
What can we offer you?
o   28 days annual leave (pro rata)
o   Employer pension contribution of up to 11%
o   Development opportunities
o   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: 1 st  September 2026
Interviews: week commencing 7 th  September 2026
(Please note we reserve the right to close the vacancy early if we receive a large response.)