Aftercare Administrator

Sage Homes is an innovative Blackstone and Regis business addressing the housing crisis in England by making good homes affordable for people across the country who need them.

Since 2017 we have delivered around 12,000 new homes across affordable rent, shared ownership and social rent for individuals and families. In 2021 Sage Homes became the largest provider of new affordable housing in England, and by 2030 we have committed to deliver 30,000 high-quality affordable homes across the country.

We have invested more than £3 billion into high-quality affordable housing. Our entrepreneurial spirit combined with our technical expertise has got us to where we are today and will enable future sustainable growth.

The Aftercare Administrator will support the Aftercare team in administrative duties for reporting purposes within the team. In addition to customer contact via email, telephone you will assist the Aftercare Team with the end of defects process including liaising with Aftercare Coordinators, Aftercare Managers and Employers Agents to ensure inspection deadlines and SLAs for defect response times are met. You will contribute to service improvements while working with internal and external stakeholders to ensure that customers' needs are met.

The role will suit someone with excellent administrative skills and a keen interest in the housing sector. Full training will be provided on IT systems.

This role will be hybrid working, including three days in our Covent Garden office.

Key duties:

• In liaison with Aftercare Managers assist in the coordination and process of the End of Defects inspections
• Manage and input into the IT system.
• Assist in the following areas, phone enquiries, email inboxes, field calls and emails to the correct internal team members or signpost customers to external agencies.
• Support the Aftercare team with defect enquiries.
• Assist the Aftercare Team Leader with the accurate recording, tracking, monitoring, reporting and analysis of defects including those that have transitioned into complaints.
• Liaise with colleagues and stakeholders to ensure general enquiries are responded to in a timely manner.
• Assist with duties relating to customer engagement, customer satisfaction and service including arranging meetings, customer liaison, document, and digital management, attending meetings, taking minutes, and assisting with reporting.
• Build relationships with customers, help them with issues, and continually delight them with a positive, customer-centric attitude.

• Experience in administration within a Housing/Developer organisation
• Ability to offer an exceptional, customer-focused service
• Ability to use Excel, OneDrive, Word, Outlook, Teams, SharePoint and PowerPoint
• Ability to use initiative to solve problems independently in a professional setting
• Excellent communicator and have experience in communicating and negotiating with internal and external partners verbally and in writing
• Experience in customer service processes including engagement and satisfaction
• Organised and able to self-manage; motivated by own workload, priorities and deadlines

We are committed to ensuring you have the best career here at Sage. As well as regular support and guidance from your manager you can expect to receive a variety of learning and development opportunities to support you as you grow within our business. This includes internally and externally delivered development programmes and opportunities to study for professional accreditations and qualifications.

We truly care about the outcomes we deliver; creating safe and environmentally friendly places for people to flourish. And we're curious, passionate and inventive in the way we create social change.

Sage is a fast-paced and supportive environment where ambitious and proactive employees thrive. People are empowered to use their pioneering efforts to grow themselves and our business.

We are proudly committed to creating an inclusive workplace, where the diversity of our people and their ideas are truly valued and we love to see applicants from diverse backgrounds and different walks of life.