Aftercare Manager

Clark Contracts Ltd; United Kingdom; On-site; GBP 35,000 - 55,000; Full time

Benefits offered by this job

33 days annual leave

Career progression opportunities

Ongoing training and development

Contributory pension scheme

Employee Assistance Programme

Cycle to Work Scheme

Group Life Assurance

Critical Illness Income Protection

Company Sick Pay

Enhanced Paternity and Maternity Pay

Additional holidays for long service

Job summary

Clark Contracts Ltd is seeking an Aftercare Manager to oversee the post-completion phase of construction projects in the United Kingdom. This role is vital for maintaining quality and responsiveness, involving customer engagement and site visits.

The ideal candidate will have experience in customer care and defects management within the construction industry, with strong organizational and communication skills. A comprehensive benefits package is offered, including 33 days of annual leave and ongoing professional development.

Qualifications

• Proven experience in an Aftercare, Customer Care, or Defects Management role within the construction industry.
• Strong understanding of the defect’s liability process and post-completion procedures.
• Excellent organizational skills with the ability to manage multiple sites, clients, and priorities simultaneously.

Responsibilities

• Participate in the Customers 1st Campaign to improve customer dealings.
• Conduct site visits for internal handovers and client introductions.
• Manage warranty processes and ensure prompt resolution of defects.

Skills

Aftercare experience

Customer care

Defects management

Organizational skills

Communication skills

Problem-solving mindset

Knowledge of UK construction practices

Tools

Microsoft Office Suite

Job description

Founded in 1978, Clark Contracts is a privately owned main contractor with several operating divisions; Construction, Fit Out, Refurbishment, Housing, and Maintenance. We employ over 280 people with offices in the East and West of Scotland.

We are seeking a proactive and highly organised Aftercare Manager to oversee the post-completion phase of our construction projects. This role is key to maintaining our reputation for quality and responsiveness.

Role & Responsibilities

• You will actively participate in the Customers 1st Campaign operated throughout the company. This campaign is designed to continually improve the way we all deal with the customer
• Conduct site visits to live contracts to carry out internal handovers of contact details, both up and down the chain including attending handover meetings as introduction to client/end users.
• Meet with the client & contracts manager at MGD Meeting / Joint Inspection to agree necessary actions over an agreed period.
• Prepare, issue and manage programme of end year defect list through to completion, achieving the MGD Certificate and final release of retention monies.
• You will implement the aftercare process when notifying sub-contractors.
• Conduct site visits to historic projects to ensure client satisfaction and identify any potential issues.
• Manage the warranty process, ensuring that any defects or issues covered under warranty are resolved promptly.
• Maintain detailed records of all aftercare activities, including client communications, defect reports, and resolution actions.
• Ensure compliance with building codes, regulations, and industry standards during aftercare activities.
• Address client concerns professionally and efficiently to uphold positive reputation.
• Conduct and analyse satisfaction surveys to evaluate client satisfaction with the completed project and aftercare services.
• Implement cost-effective solutions for defect rectification and client support.
• Prepare financial reports for aftercare services, ensuring accurate billing for additional work.

Candidate

• Proven experience in an Aftercare, Customer Care, or Defects Management role within the construction industry.
• Strong understanding of the defect’s liability process and post-completion procedures.
• Excellent organisational skills with the ability to manage multiple sites, clients, and priorities simultaneously.
• Confident communicator with strong interpersonal skills, capable of liaising with clients, subcontractors, and internal teams effectively.
• A proactive and problem-solving mindset with a focus on delivering timely and high-quality resolutions.
• Good knowledge of UK construction practices, standards, and health & safety regulations.
• Proficiency in Microsoft Office Suite (Outlook, Excel, Word) software is desirable.

Why work for us?

At Clark Contracts Ltd, we offer more than just a job. We are committed to investing in our employees and providing opportunities for personal and professional growth.

In addition to a competitive salary (negotiable based on experience), you will benefit from:

• 33 days annual leave entitlement (This is inclusive of 8 public holidays), with the option to purchase additional holidays.
• Career progression opportunities
• Ongoing training and development
• Contributory personal pension scheme.
• Access to the company’s Employee Assistance Programme which includes support for both you and your family (conditions apply) as well as a team of Mental Health First Aiders.
• Cycle to Work Scheme.
• Group Life Assurance.
• Critical Illness Income Protection.
• Company Sick Pay.
• Enhanced Paternity and Maternity Pay.
• Additional holidays for long service.

This is a full time, permanent position.

We are an equal opportunities employer and welcome applications from all suitably qualified candidates.

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