Aftercare Advisor

Guinness Partnership; Greater London; Hybrid; GBP 30,000; Full time

Job summary

A leading housing provider in Greater London is seeking a motivated Aftercare Advisor. This position involves administrative support to enhance the service experience post-purchase for customers. You will coordinate complaints, support the Aftercare Team, and ensure customer safety. The ideal candidate will have strong administrative skills and experience in customer service. The role offers a hybrid working model, combining office and remote days, with a competitive salary and a range of benefits.

Benefits

25-27 days holiday per year

Competitive pension scheme

Lifestyle benefits portal

Performance pay

Life assurance

Health plan options

Eye test vouchers

Qualifications

• Proven experience in providing proactive customer service.
• Excellent administrative skills for managing records.
• Ability to influence and negotiate with stakeholders.

Responsibilities

• Provide administrative support to the Aftercare Team.
• Ensure timely payment of invoices and updates.
• Coordinate team inboxes and manage complaints.

Skills

Proactive customer service

Administrative skills

Communication skills

Attention to detail

Ability to work under pressure

Complaint handling

Job description

ABOUT US

The Guinness Partnership is one of the leading providers of affordable housing in England. We build and manage homes and provide housing services for nearly 160,000 residents nationwide. Our vision is to deliver great service, provide great homes, to be a great business and to be a great place to work. Because everything we do is about our residents, our communities and our people, any profit we make is re-invested in new and existing homes and improving services.

The Guinness Partnership is an equal opportunities employer. We are committed to equality of opportunity for all colleagues, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

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 were 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 Awaabs 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.

Benefits

Holidays : We offer 25-27 days holiday a year, plus bank holidays. We will also give you the opportunity to buy up to an additional 5 days. You will also receive additional holiday in line with your length of service (1 extra day per 5 years service, capped at 4 days).

Competitive Pension Scheme : We will help you save for your retirement through our workplace pension scheme. Guinness match your contribution up to 9%. To help you get the most out of your pension contributions, we operate a salary sacrifice arrangement that means you will pay less National Insurance contributions.

Benefits Portal : We have a lifestyle benefits scheme, pulling together a range of special offers and great deals. You can make some great savings on everyday shopping from fashion and electronics to travel, leisure and days out and weekly supermarket shopping.

Performance Pay : Annual Performance Score bonus subject to eligibility

Life Assurance : For peace of mind Guinness provides three times salary life cover in the event of your death

Health Plan Options : There are a couple of health care schemes available depending on the post grade

VDU / DSE : Free eye test vouchers every 2 years with £55 contribution to glasses if requires for VDU work

Additional benefits include :

• Access to the Finance wellbeing portal
• Professional subscription annual payment
• Travel season ticket loan
• Car lease scheme