Aftercare Manager

SNG (Sovereign Network Group); West of England; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

SNG (Sovereign Network Group) is looking for an Aftercare Manager to oversee the first year after customers move in, ensuring top-level service across the Bristol portfolio. The role blends office and home working to support a healthy work-life balance.

Based in Bristol with coverage of surrounding areas, the position emphasizes managing defects, coordinating inspections, and maintaining stakeholder communications to deliver a best-in-class aftercare experience.

Qualifications

• Strong commitment to excellent aftercare service.
• Understanding building warranties and contracts across projects.
• Customer-focused mindset with passion for service.
• Good IT skills across Microsoft Office and strong numerical ability.
• Able to meet deadlines and manage a complex workload.
• Flexibility for occasional weekend or evening work.

Responsibilities

• Lead aftercare for customers during first year after move-in.
• Review manuals and demonstrate home features to homeowners.
• Provide regular updates to customers and stakeholders.
• Maintain accurate customer and plot files and technical records.
• Lead complex defect investigations and plan remedial work.
• Coordinate end-of-defects inspections and close out defects.

Skills

Customer service

Stakeholder management

Attention to detail

Communication

Time management

Building warranties knowledge

Tools

MS Office

Job description

We have a fantastic opportunity for an Aftercare Manager , to join us on a 12-month fixed term basis. You'll be based from our office in Bristol and covering the surrounding area . This role will combine office and home working to ensure a positive work/life balance.

The Role

The role will be responsible for providing an exceptional aftercare service efficiently and effectively for internal and external stakeholders through the management and resolution of defects for the portfolio of SNG projects in-defects, managing customer calls, claims, resolutions, defect inspections and stakeholder relationships.

Responsibilities include

• Take the lead responsibility for managing customers after they move into their new homes and for the first year after occupation
• Review residents' manuals and other information required by customers and carry out home demonstrations with homeowners
• Provide regular updates and communicate with customers and other relevant stakeholders
• Create and maintain accurate customer contact details, individual plot files and technical files on all aspects of the aftercare service
• Take ownership of more complex defects, instructing investigations and agreeing remedial works required to rectify the defect, until a satisfactory solution is achieved
• Manage the organisation and completion of end of defects inspections. Attend all on-site inspections and coordinate the works required until completion and the certificate of making good defects is issued

What we need from you

• A strong commitment to the principles of excellent aftercare service for customers
• Understanding of building warranties , contracts and how they differ between projects to understand and communicate the level of service to be provided
• Customer-focused mindset with a passion for delivering exceptional service
• Good written, I.T skills across Microsoft Office and oral communication skills, as well as numerical skills
• Able 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 required.

Full job description available