Apprentice Aftercare Administrator

Type: Apprentice
Region: London

To provide support and assistance to the defects and aftercare team as well as delivery and the wider business teams to ensure the successful delivery of EMHs development programme and aftercare service. Working closely with Delivery Colleagues to support and maintain high levels of accuracy, organisation, communication, and customer service.

What you will do in your working day

Promoting and showcasing EMH group values throughout the

undertaking of the job role. Including partnership working with

stakeholders, colleagues, customers, and developers. To adopt a

flexible approach to agile working and staying in touch with

colleagues to promote one team values.

With support from the defects and aftercare team provide an

administration and support service for the department, answering

enquiries and meeting service requests.

Assist with handling all initial communication for the defect &

aftercare team including emails and telephone enquiries.

Provide customer support for issues on new homes including,

defect reporting and aftercare queries.

Assist with managing internal repair system for all new build

Defect repairs & monitoring defects patterns on all new build sites

To correctly manage the expectations of all customers, this may

include dealing with and investigating complaints when required.

Processing defect enquiries, assisting in diagnosing valid defects

and co-ordination of customer/developer needs, tracking progress

and monitoring against service standards

Assist with coordination of the end of defects process including

surveys and visits by consultants, EMH colleagues, developers, and customers in line with Customer Service Standards.

Assist to ensure that all outstanding contractual defect works are

completed before retention monies are released

Be a point of contact for the CSC & CET teams for any referrals or

issues that require further knowledge or information.

Assisting with the management of ordering and invoicing and

ensuring compliance with EMH group financial regulations and

standing orders.

Support the organisation of team events as appropriate

Help develop aftercare newsletters and communication tools to

deliver excellent customer service.

Carry out customer satisfaction surveys including analysing and

reporting on key success and improvement factors

Assist to ensure robust filing systems and documentation are

maintained in a way that facilitates easy access and where possible electronic document management systems are used.

To take individual responsibility for ensuring that a continuously

improving, and effective, professional customer service is delivered to all new home residents

Assist with regular health and safety compliance.

To act, at all times, in the interest of the Association and ensure the highest standards of performance are met

The training you will be getting

Level 2 Customer service practitioner apprenticeships.

Apprentices who have not achieved the equivalent of level 2

qualifications in maths and English, will need to achieve level 1

functional skills in these and work towards level 2 functional skills.

What to expect at the end of your apprenticeship

Potential opportunities for successful candidates to progress further

within the company

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