What you'll do NHG is offering an exciting position as an Aftercare Officer within our newly created Customer Care function. This isnt a typical aftercare role. You'll be working with a group of people tasked with innovating to do things differently for those living in our new homes, delivering customer-centred outcomes whilst supporting our operational colleagues to excel in their day-to-day work. You'll be part of the Placemaking Strategy & New Homes structure whose involvement spans the entire new-build project lifecycle, ensuring that our new homes and places are located, designed, finished and maintained with our communities & customers in mind. your position will give you insight into construction, project management, property management & placemaking, and we will support you to convert that new knowledge into future career opportunities within Housing. How you'll do it This Aftercare Officer role is new to NHG, and you'll be expected to make it your own. Your primary aim will be to work on our large new mixed-tenure developments to build strong relations, triage quality issues, educate stakeholders and support a process of continuous improvements. You'll spend most of your time working with colleagues to make certain that we are providing high quality information at move-in, or with residents ensuring that quality concerns get resolved quickly & efficiently. You will be trusted to make interventions when things go wrong, and will have authority to spend money (where appropriate) to ensure we are meeting customer expectations. In return, you'll need to be proactive, resourceful, and able to learn quickly from your experiences. Success in this role looks like an improved customer experience, a more proactive approach to managing customer concerns and a meaningful contribution to our continuous improvement initiatives. The Ideal Candidate We believe great service starts with great people, and we are committed to recruiting and developing passionate, enthusiastic, and talented individuals who can add value to our thriving organisation. You will have an unwavering commitment to the customer, will be energetic and highly motivated and take a flexible approach to your work. You'll need to believe wholeheartedly in the benefits of taking a human-centred approach to your work, and you'll need to be comfortable challenging the status quo where you see opportunity for improvement. Essential: An engaging, concise, and confident communication style A proactive, can-do attitude toward problem solving, and a willingness to go 'above and beyond' to deliver a positive outcome. The ability to learn quickly & prioritise effectively. A willingness to be predominantly site / office based Desirable: Experience in a customer-facing role A willingness to advance your knowledge and career here at NHG What's in it for you? Once you join us, you'll find plenty of opportunities to grow within our organisation. You'll also have access to a wide range of learning opportunities to help you achieve and maximise your potential. Excellent annual leave allowance and flexible working opportunities Generous pension scheme Enhanced maternity, paternity, and adoption pay in addition to statutory entitlements (qualifying period may apply) Free confidential advice and counselling services Health cash plan Staff discounts - we give our staff access to discounts at hundreds of retailers, gyms, restaurants, entertainment, insurance, and more. Interest free loans - season ticket, tenancy deposit, and training loans Cycle to work scheme. Life Assurance x 4 annual salary NHG is a not-for-profit organisation providing affordable homes for Londoners and it is now one of the largest housing associations in London. We are both a landlord and a developer, with more than 60,000 existing homes and 10,000 more in our pipeline and we employ around 1,500 staff. For more information on what we do and what makes us different please visit: https://group.nhg.org.uk/careers/ We welcome applications from everyone. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation. We are a Stonewall Diversity Champion, a Disability Confident employer amongst other diversity commitments. To find out more about our approach to equality, diversity and inclusion please visit: https://group.nhg.org.uk/careers/diversity-is-our-strength/ Step 1: If you are interested, please send your application now! Closing date is 30/07/2024. Step 2: Successful candidates will be asked to do an assessment Step 3: Successful candidates will be invited to interview Please apply for this role online. If you are not able to apply online or if you have any reasonable adjustment requirements arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our hiring team via . Should a redeployee apply for this role, their application will be considered before any others. NHG reserves the right to close this vacancy early if we receive sufficient applications for the role, so we advise you to submit your application at your earliest opportunity.