Aftercare Support Officer P/T 20 hours P/W (New Homes) Full Time NEW

Support residents from move‑in to end of defects. Take ownership of coordinating defects activity, maintaining accurate data and keeping everything moving, while delivering a consistently positive and proactive service that makes a real difference to our customers’ experience.

Supporting residents. Driving coordination. Keeping things on track.

We are looking for an organised, proactive and customer‑focused Aftercare Support Officer to play a key role in our New Homes Aftercare service. This is an important support role within the Development Directorate, where your coordination skills, attention to detail and commitment to residents as well as the team, will help ensure a smooth and positive aftercare experience. The role is hybrid with two days in our office in High Wycombe and some remote / home working. There will be some travel within our area of operation; Buckinghamshire and surrounds so you will need a driving licence and regular access you own vehicle.

Salary: £18,381 p/a for 20 hours p/w (full time equivalent £34,006 p/a)

Are you looking to join a growing, values-led organisation with a clear social purpose?

At SettleParadigm, we’re proud to be the largest housing group in the region, managing over 30,000 homes across Buckinghamshire, Bedfordshire, and Hertfordshire.

Everything we do is about delivering excellent services, high quality homes, neighbourhoods we can be proud of and maximising number of new affordable homes we build. Through our merger we’ve brought together shared values, skills and ambition, so we can build more affordable homes and make an even bigger difference in the communities we serve

If you’re ready to grow your career in a supportive, inclusive environment while helping to shape stronger communities, we’d love to welcome you on our journey. Together, we’re building a better future.

About The Role/team

You’ll be at the heart of our End of Defects (EOD) process, supporting colleagues, coordinating communication and ensuring accurate records and systems underpin high‑quality service delivery.

As an Aftercare Support Officer, you’ll provide effective administrative and operational support across the Aftercare team and the wider Development Directorate. You’ll help maintain accurate data, manage communications and support compliance, reporting and service standards.

A core element of the role is supporting and coordinating End of Defects (EOD) activity across new build schemes. Acting as a central point of coordination, you’ll help ensure inspections are arranged on time, residents are kept informed and outcomes are clearly recorded, contributing to a well‑managed and resident‑focused aftercare service.

You’ll also provide flexible support across development‑related activity, responding to changing priorities and helping teams maintain momentum and consistency during busy periods.

Key Responsibilities

• Provide effective and flexible administrative and operational support to the Aftercare team, including managing shared inboxes and supporting day‑to‑day aftercare activity.
• Provide additional support to the wider Development Directorate where required, helping maintain service continuity and effective coordination.
• Support and coordinate the End of Defects (EOD) process across new build schemes, ensuring inspections are scheduled, managed and completed in line with agreed procedures and timescales.
• Proactively monitor upcoming Defects Liability Period end dates, liaising with internal colleagues and Employers’ Agents to confirm inspection dates and escalate delays where required.
• Coordinate resident communications relating to EOD activity, including issuing invitations, confirming appointments, following up non‑responses and responding to enquiries.
• Ensure all resident contact, inspection outcomes and follow‑up actions are accurately recorded and progressed within relevant systems.
• Maintain accurate EOD records, including updating tracking spreadsheets and logging agreed defect items on system.
• Support the Aftercare team to maintain accurate scheme, property and resident information, enabling effective monitoring, reporting and defect closure.
• Support financial processes where required, including raising purchase orders and logging and coding invoices or payment vouchers.
• Assist with data gathering, feedback collation and report preparation.
• Review resident feedback, including survey responses, and proactively contact residents where concerns have been raised to ensure issues are understood and accurately captured.
• Proactively contact residents who have not reported defects ahead of the end of the Defects Liability Period, issuing clear and timely communications on next steps and responsibilities.

About You

You are committed to delivering excellent customer service and take pride in supporting residents through clear, professional and empathetic communication. You are highly organised and methodical, able to balance multiple tasks, deadlines and competing priorities while maintaining accuracy and attention to detail.

You take ownership of your work, progress actions proactively and are comfortable following up and escalating issues in line with agreed processes. You understand the importance of consistency, data quality and compliance in delivering a reliable aftercare service.

You work flexibly, collaboratively and positively within a team, supporting colleagues during periods of high workload and contributing to a joined‑up service.

Must Haves

What We’re Looking For

Experience in an administrative, coordination or support role.

Experience managing time‑critical processes, workflows or diaries involving multiple stakeholders.

Experience delivering excellent customer service and accurately recording outcomes on system.

Able to maintain accurate records, spreadsheets and system updates for reporting and audit purposes.

Understanding of the importance of accurate records, audit trails and data quality in a regulated housing or property environment.

Awareness of effective customer communication principles, particularly where processes and timescales are complex.

Strong organisational and coordination skills.

Clear and professional written and verbal communication.

Ability to build constructive relationships with residents, colleagues and external partners.

High attention to detail and confidence in managing follow‑ups and chasing actions.

Proactive, solution‑focused approach and willingness to support others during busy periods.

A full driving licence with access to a car for business use.

Benefits

At SettleParadigm, we believe in creating an environment where our people feel valued, supported, and inspired to grow. Our comprehensive benefits and rewards package reflects this commitment.

• annual salary: £18,381 p/a for 20 hours p/w (FTE £34,006 p/a)
• 25 days holiday, increasing with service, plus Christmas closure and buy options
• Generous pension scheme – up to 9.5% employer contribution via salary sacrifice
• Family-friendly leave: Enhanced maternity, paternity, and adoption leave
• Health cash plan – claim up to £1,800 for everyday health costs (plus free kids’ cover)
• Life cover and income protection
• Flexible working – hybrid options, modern offices, free parking & EV charging

And that’s just the beginning! We’re also thrilled to provide:

• Mental Health First Aiders available to support
• Car leasing via salary sacrifice (for permanent colleagues subject to conditions)
• Funded training, qualifications & apprenticeships
• 3 paid volunteering days in the local communities
• Peer-recognition rewards platform
• Paid professional subscription (one per year)

Our Commitment

We are committed to creating an inclusive workforce, by reflecting and representing the diversity of the communities we serve. We would like to encourage applications from disadvantaged socio-economic backgrounds; people who identify as disabled, neurodiverse, members of the LGBTQ+ community and people from underrepresented groups.

Accessibility and Adjustments

We are committed to providing reasonable adjustments throughout our recruitment process and we’ll always endeavour to be as accommodating as possible. Please let us know in advance of any suitable arrangements required.

Due to the nature of some of our roles involving work with vulnerable members of society, this post may be subject to a basic or enhanced Criminal Disclosure, which will be carried out when a conditional offer is made.

Please ensure you fully answer the questions on the application form.

Closing Date: Wednesday 06 May 2026