Aftercare Liaison Officer

2 weeks ago

London, United Kingdom The Guinness Partnership Full time

**About Us**
The Guinness Partnership is one of the leading providers of affordable housing and care services in England. We build and manage homes and provide housing services for around 135,000 customers nationwide. Of our 65,000 homes, more than 70% are let at a social or affordable rent, while around 10,000 are owned or part-owned by the people who live in them.

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 customers, our communities and our people, any profit we make is re-invested in new and existing homes and improving services.

**About The Team**
Our Aftercare team is a national team responsible for managing our customer’s journey for our new build developments, engaging with our customers and contractors to ensure a smooth transition and defect resolution. Working closely with our construction colleagues, it’s an exciting time to join.

**About the role**
We have an exciting opportunity for 2 Aftercare Liaison Officers to join our Aftercare Team covering the London and South West of England, on a full time, permanent basis.

This role will cover the Greater London geographical region - This includes Central, North, South, East & West London - with substantial travel within the South region as far as Bristol and the South West.

The successful applicant will manage and develop key relationships between Guinness, customers, and contractors in the delivery of key works within Development, ensuring customers are engaged and their views are incorporated as new homes are developed and repaired.

**Key responsibilities include**:

- Assist the delivery and sales teams and the development's management service team to represent our customers in respect of new homes quality and act as a point of reference in the soft landing of customers.
- Provide a customer focused service, working closely with internal & external stakeholders to ensure continuous engagement and a smooth handover at practical completion.
- Use established relationships and experience to quickly resolve defects with customers.
- Carry out home demonstrations for all new customers prior to occupation.
- Regularly inspect any stock plots and arrange cleaning / maintenance as required, to include full MOT 1 month before legal completion.
- Ensure utility bills for stock plots are paid as required, updating meter readings at point of completion.
- Ensure that due regard is given to the safety, vulnerability, and diversity of customers as works are planned and delivered, supporting a safe and positive experience for customers.
- Liaise with resident groups as required, and lead on consultation work streams.
- Ensure customers are clear on the needs and requirements of works and are fully consulted regarding any possible relocation requirements before, during and after the works.

Please review the attached role profile for the full list of responsibilities & role expectations.

**What we’re looking for**
We’re a customer-focussed organisation so we know that how we do things is just as important as what we do. You’ll not only be a strong Aftercare Liaison Officer, but you’ll also have great customer service skills and a willingness to go the extra mile to get the job done. You’ll also be able to demonstrate:

- Proven experience of providing great proactive customer service.
- The ability to work with customer groups, panels, or other agencies to develop best practice ideally within a Residential Social Landlord.
- Able to communicate, influence and negotiate effectively with internal and external stakeholders.
- Proven track record of managing projects.
- 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.
- Understanding of social housing legislation and tenancy management.
- Awareness of Health & Safety legislation and policy.
- Good oral and written communications.
- Good knowledge of Microsoft Office.
- Demonstrates the Guinness Behaviours.

**Essential Qualifications**:

- Educated to Level 2 (GCSE C+ or 9-4 or equivalent) or higher.

**Advert Closing Date: Monday 11**th** December**
**Interview Date: Monday 18**th** and Tuesday 19**th** December via MS Teams**
- If you’re 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._

**INDTGP

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