Job Description

We are thrilled to announce new and exciting opportunities within our Aftercare Team here at The Guinness Partnership. Driven by the continued growth and success of our business we are looking for dedicated, customer-focused individuals to join our team and contribute to the exceptional service we deliver to our customers.

Our aftercare positions offer an excellent opportunity to be part of a dynamic, forward-thinking department. You will play a pivotal role in ensuring that our customers receive the highest level of support post-purchase, helping to enhance their experience and reinforce their loyalty to our brand.

About the role

We have a new opportunity for a Customer Care Coordinator to join our team in Oldham on a permanent contract basis. This role requires the successful applicant to travel to various sites across the North of England including but not limited to Greater Manchester, Cheshire, the Yorkshire regions and East Midlands.

In this role, you will provide a customer-focused service, ensuring continuous engagement and smooth handovers at practical completion to achieve a 5-star service. This includes delivering home welcome demonstrations for new customers, logging CRM call backs within agreed SLAs, and regularly inspecting stock plots, including conducting full MOTs one month before legal completion.

You will be responsible for logging, monitoring, and tracking defects and complaints, recording relevant information on appropriate systems. You will also work with the Development Team to provide input for the Home User Guide for designated sites, attend site progress meetings and Practical Completion inspections, and complete RTMI inspections up to five days prior to the practical completion handover of every plot. Additionally, you will attend End of Defect Inspections as arranged by the Aftercare Advisor.

Your role will also involve ensuring that customer safety, vulnerability, and diversity are considered in all planned and delivered works, to support a positive customer experience. You will liaise with site teams and external customer care to ensure remedial works are completed within timescales, and work with resident groups and lead consultation work streams as required.

What we’re looking for
We are a customer-focussed organisation, so we know that how we do things is just as important as what we do. 

You will not only be an experienced Customer Care Co-ordinator but you will also have great customer service and attention to detail skills. You will also be able to demonstrate:

• Proven experience of providing great proactive customer service. 
• Technical understanding of housing construction
• 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.
• Excellent 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.
• Excellent oral and written communications.
• Good knowledge of Microsoft Office.
• Demonstrates the Guinness Behaviours.

Please note: this is a field based role which will require regular travel to our sites across the South West of England including but not limited to Bristol, Gloucester, Wiltshire & Devon. 

If you are 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.

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 140,000 customers nationwide. 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.

The Guinness Partnership is an equal opportunities employer. We are committed to equality of opportunity for all colleagues, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.