Customer Care Officer

You’ll manage aftercare services, investigate and resolve defects and complaints, and deliver a high-quality customer experience from handover through to the end of the warranty period. You’ll also help customers understand how to operate and maintain their homes safely and efficiently, including providing home demonstrations and carrying out sales completions for shared ownership homes.

We have an exciting opportunity to join our Aftercare Team as a Customer Care Officer. In this customer-facing role, you’ll be the first point of contact for new homeowners, supporting them as they move into their new homes and throughout the warranty period. You’ll ensure customers receive high-quality, responsive service and the information they need to settle in confidently and comfortably.

Apply now and help us deliver outstanding customer care to our new homeowners.

• Coordinate and deliver home demonstrations and familiarisation events.
• Act as the main contact for new homeowners, providing guidance and support.
• Maintain accurate records using CRM systems and contribute to performance reporting.
• Support customers with warranty claims and ensure clear communication throughout the process.
• Investigate and resolve customer complaints and defects, including on-site inspections.
• Assist with diagnosis of defects and help improve aftercare services by sharing customer experiences.
• Liaise with contractors and internal teams to ensure timely and effective resolution of issues.
• Complete sales completions for shared ownership homes.

Based from our offices in Bedford, you’ll combine office and being out on-site flexibility in line with our hybrid approach. There will be frequent travel required across our geography with this role to visit development sites and customers and therefore access to a car is essential.

• Proficient in Microsoft packages and CRM platforms.
• Experience with face-to-face customer contact.
• Strong knowledge and understanding of the development process and/or construction.
• Experience using databases and CRM systems.
• Knowledge of construction defects and remediation, and experience handling complaints is advantageous.
• Experience with post-completion customer care in residential developments.
• Knowledge of NHBC or similar warranty schemes.
• Skilled in processing, interpreting, and presenting data accurately and with attention to detail.
• Ability to work independently and collaboratively across teams.
• Excellent communication and interpersonal abilities, with confidence in face-to-face customer interactions.
• Extensive experience in a customer-focused environment, ideally within housing, construction, or property development.
• Experience managing customer complaints.