Aftercare Advisor

The Guinness Partnership; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading housing association is looking for a customer-focused Aftercare Advisor to join their team. This full-time permanent position offers a hybrid working model with 3 office days and 2 remote days weekly. The role includes providing administrative support to the Aftercare Team, ensuring customer satisfaction, and managing complaints. Ideal candidates will have strong proactive customer service experience and excellent administrative skills. Apply with a CV and covering letter to showcase how you meet the criteria.

Qualifications

• Proven experience of providing great proactive customer service.
• Excellent administrative skills.
• Able to communicate, influence and negotiate effectively.

Responsibilities

• Provide administrative support to the Aftercare Team.
• Ensure timely payment of invoices and updates to meter readings.
• Coordinate team in-boxes and monitor complaints management.

Skills

Proactive customer service

Excellent administrative skills

Communication

Attention to detail

Ability to work under pressure

Dealing with complaints

Job description

Job Description

We are looking for a customer-focused individual to join our team as an Aftercare Advisor to contribute to the exceptional service we deliver to our customers on a full-time permanent basis. We appreciate that flexibility is important, therefore we offer a hybrid working model with 3 office-based days per week, with the option to work remotely, 2 days per week.

The successful candidate can be based in any of the following Guinness offices: Central London, Oldham, Milton Keynes or Bristol.

Our aftercare positions offer an excellent opportunity to be part of a dynamic, forward-thinking department. You will play a pivotal role in ensuring that our customers receive the highest level of support post-purchase, helping to enhance their experience and reinforce their loyalty to our brand.

About the role

In this role, you will provide administrative support to the Aftercare Team, ensuring timely payment of invoices, updates to meter readings for stock, processing purchase orders and updating scheme files and spreadsheets once handover of a scheme occurs. You will be responsible for tracking invoicing and managing the monthly void cleans. Additionally, you will coordinate team in-boxes and monitor the complaints management system to identify and manage complaints and other customer interactions.

You will support the Development Manager with end of defect inspections by sending letters and arranging appointments and provide a customer-focused service by working closely with stakeholders to resolve defects quickly. You will also raise and monitor defect works orders and process the weekly overdue and outstanding defect report.

Your responsibilities will include assisting with the planning of MOTs and home demonstrations, supporting Customer Care Coordinators as needed, and ensuring customer safety, vulnerability, and diversity are considered in all works planned and delivered, to promote a safe and positive experience.

What we’re looking for

You will be able to demonstrate:

• Proven experience of providing great proactive customer service.
• Excellent administrative skills.
• Able to communicate, influence and negotiate effectively with internal and external stakeholders.
• Good attention to detail and accurate recording for audit purposes.
• Ability to work under pressure and deadlines.
• Experience of dealing effectively with complaints and customer feedback as part of a team.

Desirable:

• An understanding of Awaab’s Law and the procedures and timescales required for remediation works.

Please apply with a current CV and covering letter, detailing how you meet the essential criteria.

Please note: The advertised salary includes a £4,000 local job supplement.

If you are interested in finding out more about the key responsibilities of the role and/or to ensure you meet the essential criteria, please review the attached role profile.