Aftercare Manager

Sovereign Network Group; West of England; Hybrid; GBP 37,000 - 45,000; Full time

Benefits offered by this job

25 Days Holiday + Bank Holidays

Flexible benefits: buy/sell holiday

Wellbeing days + volunteering days

Pension up to 12% with Life cover

Private medical insurance

Dental insurance

Gym discounts / 24/7 virtual GP

Job summary

Sovereign Network Group in Bristol is seeking an Aftercare Manager on a 12-month fixed term basis. The role combines office and home working to deliver aftercare services for new homes across the region.

You will lead defect management, coordinate inspections, and maintain communications with residents and stakeholders, ensuring timely resolutions and high customer satisfaction.

Qualifications

• Experience in aftercare or customer service within construction/building sector.
• Knowledge of building warranties and project contracts.
• Strong written and oral communication skills; proficient IT skills.
• Ability to plan, meet deadlines and handle a varied workload.
• Detail-oriented with ability to validate information and diagnose defects.

Responsibilities

• Lead aftercare for customers after moving into new homes for the first year.
• Review residents' manuals and show home demonstrations.
• Provide regular updates to customers and stakeholders.
• Maintain accurate customer records and plot/technical files.
• Investigate complex defects and coordinate remedial works.
• Oversee end of defects inspections and obtain certificates.

Skills

Customer service

Attention to detail

Communication

Numerical skills

Deadline management

Flexibility

Problem solving

Tools

Microsoft Office

Job description

Salary: £37,000.00 - £45,000.00 Per year

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.

• 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.

Benefits

• 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
• Chance to buy or sell holiday as part of our flexible benefits package
• 3 additional wellbeing days and 2 paid volunteering days
• Generous matched pension scheme up to 12% and Life cover at 4x salary
• Enhanced maternity/paternity/adoption pay Options for private medical insurance, dental insurance and critical illness cover
• Wellbeing discounts, including Gym Memberships and access to a 24/7 virtual GP service

Equality, Diversity and Inclusion

At Sovereign Network Group, we are passionate about inclusion for all and creating a workplace where everyone can thrive.

We are committed to our Equality Diversity and Inclusion strategy and believe that you can truly be yourself at SNG.

Basic DBS check will be undertaken for the successful candidate.

About Us

Our purpose is to provide good, affordable homes that are the foundation for a better life - and our vision is thriving communities, over generations. We provide over 85,000 homes and invest in communities across London, the South East, South West and East of England, as well as aiming to create thousands of new affordable homes every year. Working for us is so much more than just a job. Whatever your role, you'll help us provide homes and services for those who need them - and make a real difference to people’s lives

Full job description available here