Job Description

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.

About the Role

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.


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.

Key Responsibilities

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

What We're Looking For

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

Desirable Experience

Experience with post-completion customer care in residential developments. Knowledge of NHBC or similar warranty schemes. Experience managing customer complaints. Experience using databases and CRM systems.

Why Join Us?

At bpha, we're committed to delivering exceptional service and building thriving communities. You'll be part of a supportive team that values empathy, responsibility, collaboration, and ambition. We also promote a data-driven culture to help improve outcomes for our customers and colleagues.

Ready to make a difference?

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

bpha reserves the right to close this role for applications prior to the advertised end date in the event that a suitable candidate is identified. Early applications are encouraged to avoid disappointment.



INDMED


bpha is a Housing Association located in the Oxford to Cambridge arc, which is committed to providing its customers with high quality, value for money services whilst continuing to develop energy efficient, sustainable and affordable housing.


We are a leading provider and developer of affordable homes - for rent, sheltered, residential care and shared ownership.


We work together with communities - to improve opportunities, independence and quality of life for our residents, and to benefit the wider community. We bring people together, and run and support a wide range of community activities.


All the money we make is used to invest in existing homes, to enable us to build new homes, and to deliver new and improved services.


We own or manage over 19,500 homes and over 500 staff.