Aftercare Assistant

We are improving our service to deliver better outcomes for our residents and creating several fantastic new roles to help us achieve that. If you care about making a difference and want to support our local communities, you are in the right place.

**A little bit about what we are looking for...**

You will be providing administrative support to the Aftercare Team, and to monitor and manage aftercare matters on all development projects from Practical Completion, through the Defects Liability Period and until the defects issues are resolved. Act as the first point of contact for residents with queries regarding building quality, defects, and repairs. Work closely with the Senior Aftercare Coordinator, Technical Manager, Project/Development Manager(s), Employer’s Agent, and colleagues across the business to ensure that all defects are rectified in a timely manner during Defects Liability Period, prepare a schedule of defects that have not yet been rectified for each completed scheme and agree with the contractor and stakeholders when and how these will be completed. You will also proactively manage of all customer and stakeholder expectations with regards to clearing all defects and working with all parties involved as necessary. Report overall levels and identify specific concerns with proposed solutions to your manager.

We are happy to offer hybrid working with this role; You will be required to be in the office for around 2/3 days per week with the rest being from home, however please bear in mind we may need you to be in the office more within your probation and training. It's important to us that you feel fully ready and confident in the role before working from home. Of course if you'd prefer to be in the office more, then that is completely fine with us too

**Your responsibilities...**
- Report to the Technical Manager and Senior Aftercare Coordinator on aftercare and defect resolution matters, including defects insights and data
- Act as the first point of contact for residents reporting defects within the first year of a building’s completion, during normal operating hours
- Proactively respond to aftercare queries and updating our CRM system to ensure complete and consistent record keeping
- Liaise regarding aftercare and defects matters with residents, developers, builders, sub-contractors, managing agents, and PA internal stakeholders
- Make post defect-rectification follow-up calls and visits to ensure quality control
- Monitor and manage the defects process during the Defects Liability Period for each completed scheme, working closely with the Customer Contact Centre, Contract Administrator/Employers Agent, Contractor and PAH’s Development Manager
- At the end of the Defects Liability Period, prepare a schedule of defects that have not yet been rectified and agree with the stakeholders when and how these will be completed prior to issuing a certificate of making good defects and release of remainder of any retention payment(s) outstanding
- Ensure timely resolution of defects and to monitor the severity and priority levels so that we maintain the agreed levels of service to our customers
- Where defects are not rectified by the contractor within agreed timescales, instruct alternative contractors to make good defects within specified time period/reasonable time
- Maintain weekly report of defects management and their progress
- We recommend you read the full job description to get a really good understanding of what the role entails, you can find this as a downloadable attachment at the bottom of the advert._
- Part or full CIH professional qualification or equivalent is desirable
- Experience in a similar administrative or customer-facing role
- Evidence of defects and project management processes
- A strong track record in housing services and providing a breadth of excellent housing services
- Maintain a sound knowledge and understanding of the business and operational plans and targets and the wider operating context
- Good technical knowledge and experience of the construction, maintenance and repair of houses and apartments
- Understanding of required building quality standards, building pathology, patent and latent defects
- Good knowledge of housing law and legal process
- Basic knowledge of the development process used to deliver affordable rent, shared ownership and market sale homes
- Good IT skills and experience: Microsoft Office suite. Knowledge and experience with PA software desirable: Northgate, CRM, Documotive, Teams

**AGENCIES: We know where you are if we need your support so please do not contact us.