Aftercare Manager (FTC)

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

Benefits offered by this job

Holiday entitlement

Pension plan

Life cover

Private medical insurance

Dental insurance

Wellbeing discounts

Volunteer days

Job summary

Sovereign Network Group offers an Aftercare Manager role on a 12-month fixed-term basis, based in Bristol with hybrid working. You’ll oversee aftercare for new homes, manage defects, inspections and stakeholder communications to ensure high-quality service.

The role requires customer focus, strong IT skills, and the ability to handle a varied workload, including occasional weekend/evening work. A competitive benefits package is included.

Qualifications

• Strong commitment to excellent aftercare service
• Understanding of building warranties and how they differ between projects
• Customer-focused mindset with a passion for delivering exceptional service
• Good written and verbal communication and numerical skills
• Able to meet deadlines and manage a complex workload
• Flexible approach with possible weekend/evening work

Responsibilities

• Lead aftercare for customers in the first year after moving into new homes
• Review residents' manuals and demonstrate homes to owners
• Provide regular updates and communicate with customers and stakeholders
• Maintain accurate customer contact details and plot/technical files
• Take ownership of complex defects and coordinate remedial works
• Organise end-of-defects inspections and obtain making-good certificate

Skills

Customer service

Communication

IT skills

Organisational skills

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.

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 here

We 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 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

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. 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.