Customer Care Officer at BPHA, Bedford, Bedfordshire

Customer Care Officer
£35,000 including car allowance
Bedford, Hybrid
1x Permanent, Full Time
1x Full Time, Fixed Term Contract

Due to the nature of this role, office presence is required 4 times per week.

Based in our Bedford office, this hybrid role combines office, site, and customer visits across our operating area, so access to a car and a willingness to travel is essential.

We're looking for a Customer Care Officer to join our Aftercare Team and support customers from the moment they move in. As the first point of contact, you'll provide outstanding customer service, expert guidance, and reassurance to help customers settle into their new homes with confidence.

You'll manage customer enquiries from start to finish; investigating and resolving defects and complaints while ensuring a positive customer experience. You'll also deliver home demonstrations, support shared ownership sales completions, and help customers understand how to safely and efficiently operate their new homes.

Key Responsibilities

• Act as the main contact for new build customers, providing guidance and support.
• Investigate and resolve customer complaints.
• Raise and manage defect requests from customers.
• Carry out site inspections to investigate complaints and defects.
• Deliver home demonstrations and attend sales completions for shared ownership homes
• Liaise with contractors to ensure timely and effective resolution of defects.
• Maintain accurate records using CRM systems and contribute to performance reporting.
• Support customers with warranty claims providing clear communication.

Why Join Us?

At bpha, we're committed to delivering exceptional service and building thriving communities. You'll be part of a supportive team that values empathy, responsibility, collaboration, and ambition. We also promote a data-driven culture to help improve outcomes for our customers and colleagues.

Essential Experience & Skills

• New Build Defects & Property Knowledge - Experience assessing and managing reported defects in residential properties, with a good understanding of construction methods, building components, and contractual defect liability processes.
• Customer Case Management - Proven ability to manage multiple cases from initial report through to resolution; maintaining accurate records and delivering excellent customer service throughout the customer journey.
• Warranty & Compliance Knowledge - Understanding of new build warranties (NHBC or equivalent), landlord repair responsibilities, and complaint handling requirements, including Housing Ombudsman standards.
• Contractor & Stakeholder Management - Experience liaising with developers, contractors, surveyors, and customers to coordinate repairs, monitor performance, and ensure issues are resolved within agreed timescales.

Desirable:

• Customer care experience within a Housing Association, House Builder, or Property Management environment.
• Knowledge of housing management systems such as Dynamics 365, MRI, Northgate, or Civica.
• Competent in Microsoft Office, particularly Excel, Outlook, and Teams.