Aftercare Manager

Invision Group; London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading property management company is seeking an experienced Aftercare Manager to enhance customer satisfaction post-handover. This role involves managing the aftercare process for residential clients, ensuring that any issues are addressed promptly, and maintaining high standards in customer service. The ideal candidate will have a solid background in property management, excellent communication skills, and a keen eye for detail, facilitating smooth transitions from construction to occupancy.

Qualifications

• Proven experience in aftercare or residential property management.
• Strong understanding of residential building processes and defects liability.
• Excellent communication and negotiating skills.

Responsibilities

• Oversee aftercare services for residents post-handover.
• Act as the main contact for residents on post-occupancy issues.
• Coordinate teams for timely resolution of reported problems.

Skills

Communication

Negotiation

Problem-Solving

Customer-oriented mindset

Attention to detail

Education

Experience in property management or customer service role

Tools

CRM systems

Defect tracking tools

Job description

We are seeking an experienced and customer-focused Aftercare Manager to lead our post-completion support services for residential clients. The Aftercare Manager will be responsible for managing the handover process, coordinating defect rectification, and ensuring a seamless and high-quality customer experience after occupancy.

Key Responsibilities

• Oversee the aftercare service provided to residents following property handover.

• Act as the main point of contact for residents regarding post-occupancy issues, defects, or concerns.

• Manage and coordinate contractors, maintenance teams, and suppliers for timely resolution of reported issues.

• Maintain a defect log and track progress to ensure all items are resolved within agreed SLAs.

• Work closely with internal departments (construction, sales, customer service) to ensure a smooth transition from build completion to resident move-in.

• Conduct regular site visits and inspections to assess reported issues and monitor workmanship.

• Implement and maintain systems to monitor customer satisfaction and gather feedback for continuous improvement.

• Prepare and present regular reports on aftercare performance, issue trends, and resolution times.

• Ensure compliance with relevant regulations, warranty standards, and company policies.

Qualifications and Experience

• Proven experience in a similar aftercare, property management, or customer service role within the residential or construction sector.

• Strong understanding of residential building processes, defects liability periods, and snagging.

• Excellent communication, negotiation, and interpersonal skills.

• Ability to manage multiple priorities and stakeholders in a fast-paced environment.

• Experience with CRM systems or defect tracking tools is a plus.

• Attention to detail and commitment to delivering high standards of customer service.

Key Competencies

• Problem-solving and decision-making

• Leadership and team coordination

• Customer-oriented mindset

• Time and project management

• Conflict resolution

• Technical understanding of building systems