Job Introduction
Are you looking for a fulfilling and rewarding career opportunity working for one of London's biggest housing associations, Notting Hill Genesis?
Are you passionate about delivering an excellent service and making a meaningful difference to the experience of Londoners?
What you’ll do
NHG is offering an exciting position as an Aftercare Officer within our newly created Customer Care team. 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 the people 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 & 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 Aftercare Officer 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 customers 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 and ensure that quality matters 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 reduced workload for your Defect Officer colleagues and a 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 where you see opportunity for improvement.
Pending confirmation of legislative changes, this role may require a qualification to demonstrate competence. If not already qualified, there may be an expectation to study towards a professional qualification.
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.
- Experience in a customer-facing role
- The ability to learn quickly & prioritise effectively.
- A willingness to be predominantly site / office based
Desirable:
- Previous aftercare experience (not necessarily within Housing)
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. Benefits include:
- 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, restaurants, entertainment, days out, insurance, 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
All about us
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. 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/
Selection Process
Step 1: If you are interested, please send your application now! Closing date is 26th February 2024.
Step 2: Successful candidates will be invited to interview and assessment. The target interview dates are 6th and 7th March.
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 jobs@nhg.org.uk.
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.
