Aftercare Officer (18-FTC)

Watford

Salary: £26,650 - £30,000

Full Time - 37 hours per week

Fixed Term Contract – 18 Months

At Chime Housing, we are committed to delivering high-quality homes and excellent customer experiences.

We’re looking for an Aftercare Officer to join our Development Team and play a key role in supporting customers through the final stages of their home journey.

Introduction to the role

You’ll help ensure a smooth handover process and provide a responsive and customer-focused aftercare service, making a real difference to residents as they settle into their new homes.

Role purpose

To support the Aftercare Manager in delivering a high-quality 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 property and systems
• 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, data analysis and administrative processes within the Aftercare function

What are we looking for?

Essential:

• Experience of working in a customer-facing environment and managing expectations
• Strong IT skills, including Microsoft Office (Word, Excel, PowerPoint)
• Ability to adapt positively to change
• Highly motivated, with strong organisational skills and attention to detail
• Experience using CRM systems
• Full driving licence and access to a vehicle for business use

Desirable:

• Qualification in Customer Service, Administration, Housing Practice, or willingness to work towards one

Who you’ll work with

• Responsible to: Aftercare Manager
• Department: Quality and Aftercare

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

f 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: 21st August 2026

Interviews: TBC

(Please note we reserve the right to close the vacancy early if we receive a large response.)