New Homes Customer Care Officer

£34,689 - £35,949 p.a
03 May 2021
30 May 2021
Full Time
Organisation Type
Local authority

We're determined to make Islington fairer. To create a place where everyone, whatever their background, has the opportunity to reach their potential and enjoy a good quality of life.

We also have an ambitious goal – to be the best council in the country – with every employee clear about the part they play and inspired, focused and supported to give their very best.

We want to build an organisation where employees feel valued, inspired and empowered to help us achieve our goals and provide the best services possible to our residents.

Our values and behaviours

‘Be Islington’ is about setting a clear challenge about what it means to be an Islington employee and sets the standard for every new recruit.

We ask our employees to ‘Be Islington’ – playing their part in working together for a fairer borough and to always be collaborative, be ambitious, be resourceful and be empowering (‘CARE’).

We strongly believe that a secure and affordable place to call home is key to helping people achieve their potential and enjoy a good quality of life - but we know that the shortage of genuinely affordable housing in our densely populated borough is a real concern for many local people.

That is why we are building safe and secure, high quality, energy efficient new homes that our residents need and are proud to live in.

We are expanding our team to increase our capacity to deliver even more genuinely affordable new homes in Islington.

We are looking for a skilled Customer Care Officer with excellent communication, administration and customer care skills. As a New Homes Customer Care Officer, you will provide an effective and customer focused aftercare service for residents of all tenures. You will be critical to ensuring residents are happy with their new homes and provide a smooth handover and post-occupancy service to maximise customer satisfaction.

As Customer Care Officer you will:

  • Act as an interface between the New Homes Delivery team, the Council’s internal teams and contractor, ensuring that all new homes are handed over to residents in a smooth manner.
  • Provide effective support to residents moving into new homes ensuring that home user information/demonstrations, defect monitoring and reporting is set up correctly to help achieve high customer satisfaction targets.
  • You will assist with resolving defects during the defect liability period, tracking and monitoring reported defects, acting as a resident champion working to resolve reported issues quickly.
  • Produce monitoring reports on schemes by gathering customer satisfaction and feedback on their new homes and contractor performance.
  • Attend on-site inspections and visits as necessary to ensure that new homes are successfully handed over to the respective teams within the council at the end of the defect liability period.

Come and join our dedicated New Build Team and help us deliver the biggest council home building scheme in Islington for a generation.

It is the policy of Islington Council that no user of service, present or future employee or job applicant receives less favourable treatment on the grounds of their sex, perceived or actual sexual orientation, marital status, race, religion or belief, age, creed, colour, nationality, national origin, ethnic origin or disability, or on the grounds of their association with someone in one of these groups; nor is disadvantaged by any conditions or requirements which cannot be shown to be justified. We welcome applications from Black and Minority Ethnic candidates and acknowledge our responsibility to mitigate against racial discrimination.

PLEASE NOTE: Priority will be given to those at risk of redundancy within Islington Council. Current employees who are part of the redeployment pool must meet the essential criteria for shortlisting to be prioritised.

Islington Council operates a guaranteed interview scheme for candidates with disabilities who meet the minimum criteria, and we are committed to providing support to applicants who request reasonable adjustments to be made during the recruitment process and throughout their career with us.

We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment.

We are also committed to flexible working and will consider requests where possible.

Islington Council also operates random drug or alcohol testing for safety critical roles or for where there may be just cause.

Please note that the council only accepts on-line applications, no CV’s or alternative forms of applications are accepted. If you are unable to use the online process, please contact the Recruitment team on 020 7527 2155 or email

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