Aftercare Manager - Lloyds Living

Lloyds Banking Group; Manchester; Híbrido; GBP 41.000 - 45.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Pension up to 15%

Annual bonus

Share schemes

Discounts & Wellbeing

28 days holiday

Descripción de la vacante

Aftercare Manager role based in Manchester with Lloyds Banking Group. You will lead a team of Aftercare Coordinators to deliver defect management from notification to End of Defects completion, acting as escalation for complex issues and maintaining strong stakeholder relationships.

You will drive continual improvement, oversee inspections, and ensure timely communications with customers while upholding high service standards across a residential property context.

Formación

• 4 to 5 years' experience within residential property, housebuilding or a developer environment.
• Proven experience managing defects through to End of Defects completion.
• Leading or supervising an aftercare, customer care or defects management team.
• Strong understanding of residential construction defects, remedial works and developer obligations.
• Excellent organisational skills with strong attention to detail.
• Strong stakeholder management and communication skills, with the ability to build effective relationships and challenge where necessary.
• Experience working with Developers, Managing Agents, Employers' Agents and contractors.
• Ability to manage multiple priorities and perform effectively in a fast paced environment.
• Proficiency in Microsoft Office applications and defect management platforms such as FixFlo.

Responsabilidades

• Manage and develop a team of Aftercare Coordinators, ensuring a high standard of customer service and defect management.
• Oversee defects from initial notification through to End of Defects sign off.
• Act as the escalation point for complex and high priority defects, driving issues through to resolution.
• Manage relationships with developers, contractors, managing agents and other stakeholders to ensure defects are resolved within agreed timescales.
• Drive accountability across developers and contractors through regular performance reviews and defect meetings.
• Oversee End of Defects inspections process, remedial works and final sign off activities.
• Monitor team performance, defect ageing and service levels, taking action where required.
• Ensure accurate record keeping, reporting and maintenance of aftercare systems.
• Provide clear and timely communication to customers and stakeholders throughout the defects process.
• Identify recurring issues and support continuous improvement across the aftercare service.

Conocimientos

Residential property experience

Defects management

Team leadership

Stakeholder management

Organisational skills

Communication skills

Developer relationships

Multitasking under pressure

FixFlo proficiency

Herramientas

FixFlo

Microsoft Office

Descripción del empleo

End Date

Sunday 15 November 2026

Salary Range

£40,824 - £45,360

Flexible Working Options

Hybrid Working, Job Share

Job Description Summary

Title: Aftercare Manager

Location: Manchester

Reports to: Head of Aftercare

WORKING PATTERN: Our work style is hybrid, which involves spending at least four days per week, or 80% of our time, at our Manchester office

Why Join Lloyds Living?

We’re building something special—a brand that puts people at the heart of everything we do. As Defect Co-Ordinator, you’ll be part of a dynamic team shaping the future of property management and customer care.

Job Description

Purpose of the Role

The Aftercare Manager oversees the day to day delivery of the aftercare service, managing a team of Aftercare Coordinators and ensuring defects are effectively managed through to End of Defects completion.

Acting as the escalation point for complex issues, the role will drive defects through to resolution, manage key stakeholder relationships and ensure developers and contractors meet their obligations to deliver a high standard of customer service.

Key Responsibilities

• Manage and develop a team of Aftercare Coordinators, ensuring a high standard of customer service and defect management.
• Oversee the management of defects from initial notification through to End of Defects sign off.
• Act as the escalation point for complex and high priority defects, driving issues through to resolution.
• Manage relationships with developers, contractors, managing agents and other stakeholders to ensure defects are resolved within agreed timescales.
• Drive accountability across developers and contractors through regular performance reviews and defect meetings.
• Oversee End of Defects inspections process, remedial works and final sign off activities.
• Monitor team performance, defect ageing and service levels, taking action where required.
• Ensure accurate record keeping, reporting and maintenance of aftercare systems.
• Provide clear and timely communication to customers and stakeholders throughout the defects process.
• Identify recurring issues and support continuous improvement across the aftercare service.

Essential Skills & Experience

• 4 to 5 years' experience within residential property, housebuilding or a developer environment.
• Proven experience managing defects through to End of Defects completion.
• Previous experience leading or supervising an aftercare, customer care or defects management team.
• Strong understanding of residential construction defects, remedial works and developer obligations.
• Excellent organisational skills with strong attention to detail.
• Strong stakeholder management and communication skills, with the ability to build effective relationships and challenge where necessary.
• Experience working with Developers, Managing Agents, Employers' Agents and contractors.
• Ability to manage multiple priorities and perform effectively in a fast paced environment.
• Proficiency in Microsoft Office applications and defect management platforms such as FixFlo.

Desirable

• Experience within a residential developer or housebuilder environment.
• Knowledge of defect liability and End of Defects processes.
• Experience managing contractor and stakeholder relationships.
• Understanding of residential construction defects and remedial works.

What We’re Looking For

• Customer focused with a professional and proactive approach.
• Strong communicator with the ability to build effective relationships.
• Solutions driven, with the ability to manage competing priorities.
• Collaborative, accountable and committed to delivering high standards.

Benefits

• A generous pension contribution of up to 15%
• An annual performance-related bonus
• Share schemes including free shares
• Benefits you can adapt to your lifestyle, such as discounted shopping
• 28 days' holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies

About Working For Us

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms.

We're committed to creating a consciously inclusive workplace where our colleagues can be themselves, thrive and perform at their best. We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer Initiative. As an inclusive employer, we offer Workplace Adjustments for colleagues with a disability (which may include long-term health and neurodivergent conditions) where it is reasonable to do so. If you'd like an adjustment to the recruitment process just let us know.

If you're excited by the thought of becoming part of our team, get in touch. We'd love to hear from you.

About Lloyds Banking Group

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.

We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person.

We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.