Incommunities

Site Reliability Engineer

• Draft, prepare, and conduct legal proceedings in County Court for housing disrepair claims.
• Handle inquiries from internal and external stakeholders, delivering robust legal advice.
• Attend and advise working groups, panels, and multi-agency meetings related to disrepair litigation.
• Apply initiative and professional judgment, escalating complex or sensitive issues when appropriate.
• Collaborate effectively with legal leadership and colleagues to meet organizational and team goals

Legal Officer – Disrepair

Manager

• Lead and manage the Aftercare department, ensure effective and efficient operations.
• Oversee and manage the aftercare process to ensure an excellent customer experience after move-in.
• Go through the defects, warranties, and repair timelines with customers and manage their expectation.
• Budget management, ensuring all spend is accurate and justified.
• Manage complaints and be the main point of contact when these are escalated within the Development team.
• Log, track and co-ordinate reported defects within the DLP. Maintaining accurate records of all interactions on relevant systems.
• Work closely with contractors organising meeting to make sure defects are being properly managed.
• Produce regular reports on aftercare performance, defect trends, and recurring issues.
• Report and monitor key performance indicators such as response times, resolution times, and customer satisfaction.
• Contribute to initiatives that improve customer experience and reduce warranty claims.
• Keep up with latest industry changes and legislation
• Implement new systems within the department and embed the processes.
• Conduct inspections on newly constructed properties to quality check these ensuring good property marketing.
• Conduct home visits assess, review and discuss defects or complaints made by customers in more detail and bring them to a satisfactory resolution.

Aftercare Manager

People Operations

• set the direction for how we listen to colleagues, turn feedback into action, and bring our values to life through engaging campaigns and recognition moments
• line-manage and develop our People Experience & Wellbeing Adviser to ensure delivery supports the strategy
• Owning the voice & engagement strategy and roadmap, designing how we listen, learn and act
• Turning data and feedback into stories and insight that help leaders decide and deliver
• Line-managing and coaching the People Experience & Wellbeing Adviser (Grade 6) to deliver engagement, wellbeing and recognition activity
• Developing and supporting recognition and engagement campaigns colleagues can see and feel (e.g., You Rock, Shine Awards)
• Setting simple governance and KPIs for “You Said, We Did,” tracking actions and outcomes
• Working with EDI, Comms, Data and HRBPs to align efforts and share success stories

People Experience & Engagement Lead

Customer Support

• Provide support in recording, investigating, resolving, and responding to complaints, ensuring efficiency and regulatory compliance
• Work closely with internal colleagues to manage complaints activity and provide advice, assistance and guidance to complaint handlers
• Understand drivers of complaints to reduce complaints and enhance the customer experience
• Ensure compliance with the Housing Ombudsman Complaint Handling Code and keep up to date with regulatory changes
• Manage, administer, and record accurate data relating to customer experience, compliments, and complaints
• Capture customer feedback and ensure customers are responded to within SLAs and kept updated
• Identify root causes of complaints and provide insight to improve processes and support continuous improvement
• Embed a positive complaint handling culture

Legal Officer – Disrepair

Aftercare Manager

People Experience & Engagement Lead

Customer Experience Complaints Assistant