Aftercare Manager

We have a fantastic opportunity to join Sovereign Network Group as an Aftercare Manager, within our Built Environment Directorate, on a fixed term basis for 12 months. You'll be based from our office in Wembley. This role will combine office and home working to ensure a positive work/life balance.

It's a really exciting time to join us as Sovereign have joined forces with Network Homes to form SNG (Sovereign Network Group). Together we provide over 84,000 homes and invest in communities across London and the South of England – our purpose being to provide quality affordable homes and places that people love for generations.

The Role

To manage the delivery of the Sovereign Network Group's Aftercare Service (London & East) on a range of new build development projects. To provide a high quality and customer focused service to all external and internal customers.

Responsibilities include:

• To take lead responsibility for managing customers as they prepare to move into their new homes and for the first year after occupation. To manage the preparation of Residents' Manuals and other information required by customers and to carry out Home Demonstrations and pre-occupation snagging inspections with customers.
• To ensure that all defects/snags are managed professionally, booking appointments and follow up calls with customers and contractors, and resolved within the required timescales. To diagnose defects from customer calls, assign accurate works orders to the original Contractor or Developer in accordance with the agreed defect rectification process.
• To take ownership of more complex defects, identifying the cause, agreeing remedial works required to rectify the defect, until a satisfactory solution is achieved.
• To provide regular updates to and communicate with customers and other relevant stakeholders.
• To chair monthly Defects Meetings starting 6 months prior to handover until the Certificate of making Good Defects is issued. To liaise with Network Homes' Project Managers, Employer's Agents, Contractors, Developers and other departments within Network Homes to ensure individual roles and responsibilities are clear. To manage contractual relationships with Contractors and Developers and ensure that defects are rectified in accordance with the contract. To address contractor or developer underperformance in a professional and assertive manner.
• To provide New Home demonstrations to all sales customers in their new homes post or pre-occupation. (Including all Shared ownership and Private sale tenures)

What we need from you

• A good standard of education commensurate to the level of the job and the knowledge and skills required to do the job.
• A strong commitment to the principles of excellent aftercare service for customers.
• Good written, I.T skills across Microsoft Office and oral communication skills, as well as numerical skills
• Ability to meet deadlines and plan and deliver a complex and varied workload.
• Ability to validate information, diagnose defects and demonstrate attention to detail.
• A flexible approach is needed to meet business needs with occasional weekend or evening working, when this is required.

Some of our benefits include:

• £450 yearly flexible benefit pot to use against benefits of your choice
• Flexible working
• 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
• A chance to buy or sell holiday as part of our flexible benefits package
• A generous pension scheme matching up to 12%
• Life cover as soon as you join us
• You will be a part of our Recognition scheme where you can be gifted retail vouchers
• A range of wellbeing discounts including Gym Memberships
• A wide selection of other benefits available