Aftercare & Defects Lead (Hybrid, Manchester)

Lloyds Bank plc; Manchester; Hybrid; GBP 41,000 - 45,000; Full time

Benefits offered by this job

Pension contribution (up to 15%)

Annual bonus (performance-related)

Share schemes including free shares

Wellbeing initiatives

28 days' holiday + bank holidays

Parental leave policies

Job summary

Lloyds Bank plc in Manchester is seeking an Aftercare Manager to oversee the day-to-day delivery of the aftercare service, manage a team of Aftercare Coordinators and ensure defects are effectively managed through to End of Defects completion.

The role acts as the escalation point for complex issues, drives defects through to resolution, and maintains key stakeholder relationships with developers, contractors, managing agents and other partners to deliver high-quality customer service in a

Qualifications

• 4 to 5 years' experience within residential property, housebuilding or a developer environment.
• Proven experience managing defects through to End of Defects completion.
• Previous experience leading or supervising an aftercare, customer care or defects management team.
• Strong understanding of residential construction defects, remedial works and developer obligations.
• Excellent organisational skills with strong attention to detail.
• Strong stakeholder management and communication skills, with the ability to build effective relationships and challenge where necessary.
• Experience working with Developers, Managing Agents, Employers' Agents and contractors.
• Ability to manage multiple priorities and perform effectively in a fast paced environment.
• Proficiency in Microsoft Office applications and defect management platforms such as FixFlo.

Responsibilities

• Manage and develop a team of Aftercare Coordinators, ensuring a high standard of customer service and defect management.
• Oversee the management of defects from initial notification through to End of Defects sign off.
• Act as the escalation point for complex and high priority defects, driving issues through to resolution.
• Manage relationships with developers, contractors, managing agents and other stakeholders to ensure defects are resolved within agreed timescales.
• Drive accountability across developers and contractors through regular performance reviews and defect meetings.
• Oversee End of Defects inspections process, remedial works and final sign off activities.
• Monitor team performance, defect ageing and service levels, taking action where required.
• Ensure accurate record keeping, reporting and maintenance of aftercare systems.
• Provide clear and timely communication to customers and stakeholders throughout the defects process.
• Identify recurring issues and support continuous improvement across the aftercare service.

Skills

Residential property experience

Defect management

Team leadership

Stakeholder management

Prioritization & multitasking

Communication

MS Office

Tools

FixFlo

Microsoft Office

Job description

Lloyds Bank plc in Manchester is seeking an Aftercare Manager to oversee the day-to-day delivery of the aftercare service, manage a team of Aftercare Coordinators and ensure defects are effectively managed through to End of Defects completion.

The role acts as the escalation point for complex issues, drives defects through to resolution, and maintains key stakeholder relationships with developers, contractors, managing agents and other partners to deliver high-quality customer service in a