Aftercare Manager

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

Benefits offered by this job

25 Days Holiday + Bank Holidays

Pension up to 12% with Life cover

Private medical and dental insurance

Wellbeing discounts and 24/7 GP

Gym membership

Volunteer days

Job summary

Sovereign Network Group in Bristol is seeking an Aftercare Manager on a 12‑month fixed term contract to oversee defect resolution and aftercare for new homes across the region.

You will handle customer calls, inspections and documentation, ensure high-quality service, and coordinate on-site works to achieve timely defect clearance while maintaining strong stakeholder relations.

Qualifications

• Experience in aftercare or defects management.
• Strong customer focus and service orientation.
• Ability to manage complex workload and meet deadlines.
• Good IT and numerical skills.

Responsibilities

• Take lead on managing customers after move-in and first year after occupation.
• Review residents’ manuals and conduct home demonstrations with homeowners.
• Create and maintain accurate customer contact details and plot/technical files.
• Lead investigations and remedial works for complex defects until resolved.
• Coordinate end of defects inspections and on-site works to certificate completion.

Skills

Customer service

Communication

Attention to detail

Time management

Problem solving

Tools

Microsoft Office

Job description

Salary:£37,000.00 - £45,000.00 Per yearWe 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 RoleThe 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 includeTake the lead responsibility for managing customers after they move into their new homes and for the first year after occupationReview residents' manuals and other information required by customers and carry out home demonstrations with homeownersProvide regular updates and communicate with customers and other relevant stakeholdersCreate and maintain accurate customer contact details, individual plot files and technical files on all aspects of the aftercare serviceTake ownership of more complex defects, instructing investigations and agreeing remedial works required to rectify the defect, until a satisfactory solution is achievedManage 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 issuedWhat we need from youA strong commitment to the principles of excellent aftercare service for customersUnderstanding of building warranties , contracts and how they differ between projects to understand and communicate the level of service to be providedCustomer-focused mindset with a passion for delivering exceptional serviceGood written, I.T skills across Microsoft Office and oral communication skills, as well as numerical skillsAble to meet deadlines and plan and deliver a complex and varied workloadAbility to validate information, diagnose defects and demonstrate attention to detailA flexible approach is needed to meet business needs with occasional weekend or evening working, when required.Full job description available hereWe have some great benefits at SNG, including: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 package3 additional wellbeing days and 2 paid volunteering daysGenerous matched pension scheme up to 12% and Life cover at 4x salaryEnhanced maternity/paternity/adoption payOptions for private medical insurance, dental insurance and critical illness coverWellbeing discounts, including Gym Memberships and access to a 24/7 virtual GP serviceAt 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. Take a look at our careers site to learn more about us and our values.Please note a Basic DBS check will be undertaken for the successful candidate.