Aftercare Officer

NHG is offering an exciting position as an Aftercare Officer within our newly created Customer Care function. This isn't a typical aftercare role, and we aren't looking for a typical applicant. 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 in this broader structure will give you excellent insight into construction, project management, property management & placemaking, and we will support you to convert that new knowledge into future career opportunities within the Housing sector. How you'll do it This role is new to NHG, and you'll be expected to make it your own. Your primary purpose 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. 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.

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
  
  Notting Hill Genesis 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.
  
  Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
• Generous pension scheme
• Enhanced maternity, paternity, and adoption pay in addition to statutory entitlements (qualifying period may apply)
• Employee assistance - free confidential advice and counselling services provided by independent specialist organisations
• Health cash plan
• Staff discounts - we give our staff access to discounts at hundreds of major retailers, gyms, entertainment, days out and much more
• Interest free loans - season ticket loan, tenancy deposit loan, and training loan
• Cycle to work scheme
• Life Assurance x 4 annual salary