Would you like to join us on a mission to tackle the housing crisis in the East of England? We're Flagship Homes, a social housing provider with a big heart and a real passion for Equality, Diversity, and Inclusion. Not only will you be part of something truly meaningful, but you'll also enjoy fair pay and some pretty great perks. We're all about our people and our customers. We live and breathe our values - Great People Doing Great Things, Relentlessly Improving Performance, Spending Money Wisely, and delivering top-notch customer service. We are pleased to share an opportunity for someone to us as an Aftercare Customer Support Officer. This is a permanent job, working 18 hours per week, on Mondays, Fridays and another day of the successful applicant’s choosing. The job comes with Agile Working. The successful candidate can be based in any Flagship Housing office, whichever is closest to their home address. We have offices in the following locations: Norwich, Melton / Woodbridge, East Dereham & Bury St. Edmunds. As an Aftercare Customer Support Officer, you will work alongside the New Build Customer Support Officers to respond to all enquiries received from customers living in new build homes, internal teams and external contractors. You’ll listen to customers, provide information and support them to achieve a timely resolution to their enquiries. Acting upon their feedback and suggest improvements to our services. Working alongside the Defect Coordinators to undertake all aspects of the aftercare process from the point of handover from the delivery team to the end of the defect liability period. Ensuring all defects are identified and completed to meet our obligations. You’ll understand that your role and the service you deliver are key to enhancing the Flagship Homes brand and providing outstanding customer service. You’ll undertake all aspects of the aftercare process (alongside your team) for customers living in a new build property, regardless of their tenure. Being the face of Flagship Homes over the telephone, in written communication and in person. Managing all aspects of customer service and triaging customers initial enquires dealing with them promptly or referring to appropriate area of the business where appropriate. Applications are welcomed for the role of Aftercare Customer Support Officer from those with over 3 years of customer-facing experience, particularly in the housing sector and those with a strong commitment to delivering exceptional service. Proficient in Microsoft Office. You will need to be organised, detail-oriented and excel in both independent and team settings. Confident handling conflict, making decisions as well as performing in fast-paced, high-pressure environments. Adaptable to change, you will continuously seek to improve performance and customer satisfaction. Enjoying the challenges of meeting customer demands, expanding your knowledge and providing accurate, timely solutions to their queries. Educated to GCSE level or equivalent. A recognised customer service qualification is desirable but not essential. You will need a full valid Driving licence. In return for your hard work, we offer a competitive salary of £15,609.00 per annum and a benefits package that includes: 25 days annual leave (increasing to 28 days with length of service), with the ability to buy and sell leave. Access to the Flagship Rewards Scheme offering savings on groceries and VIP rewards. Death in Service Benefit. Company Sick Pay. An agile working environment to achieve a healthy work/life balance. and that’s not all We’re also proud to offer: Opportunities for development (including apprenticeships, our Academy, and various training options). Health and well-being programs and initiatives. Empowerment (we give you the tools and systems to make the right decisions for resolving issues). A Leadership Team that inspires, develops, and supports you. Please see the attached The Aftercare Customer Support Officer - The Part I Play Statement, for responsibilities and requirements details. To apply please click "apply online" below. You will be asked to attach your CV and provide a supporting statement, outlining why you’re the right person for the job; please quote Reference Number 0185 and state that you are applying to be an Aftercare Customer Support Officer, in your statement. If you’d instead prefer to send us a 3 minute video supporting statement, please share the video’s link in the supporting statement box. If you are successfully shortlisted, you will be contacted within 14 days of the application close date via email. Please make sure to check your email and spam folders regularly for email correspondence. Closing Date: 10.04.2025. Interview Date: 16.04.2025, in Norwich. Applications may be reviewed, and candidates invited to interview ahead of the close date. We regret that we are only able to contact shortlisted applicants. If you have not heard from us within 14 days of the closing date, your application has been unsuccessful. No Agencies please. Aftercare Customer Support Officer