Aftercare Team Manager

Sovereign Housing Association Limited; Basingstoke and Deane; Hybrid; GBP 40,000 - 50,000; Full time

Job summary

A leading housing association is seeking an Aftercare Team Manager to oversee a team dedicated to supporting homeowners post-move. You'll ensure effective management of defects and customer concerns while fostering a positive team culture. This hybrid role offers flexibility and competitive benefits such as generous holiday entitlements and wellness initiatives.

Benefits

25 Days Holiday + Bank Holidays

Paid wellness days

Generous pension scheme

Qualifications

• Demonstrable experience in a customer care role within the construction sector.
• Strong understanding of the new-build handover and defect resolution process.
• Proactive in identifying and resolving issues to enhance customer satisfaction.

Responsibilities

• Manage the Aftercare Coordinators team to ensure efficient handling of customer concerns.
• Monitor workloads and ensure timely resolution of reported defects.
• Oversee communication with customers throughout the defect resolution process.

Skills

Customer care experience

Line management experience

Interpersonal skills

Attention to detail

Proficiency in customer service software

Job description

Overview

Are you a driven Manager with a passion for providing excellent customer service? We have a fantastic opportunity as an Aftercare Team Manager, to join us on a permanent basis. You'll be based from our Bristol office. This role will combine office and home working to ensure a positive work/life balance.

About SNG

It's an exciting time to be a part of the team as Sovereign have joined forces with Network Homes to form SNG (Sovereign Network Group). Together we provide over 85,000 homes and invest in communities across London and the South of England. Our purpose is to provide good affordable homes in thriving communities that people love for generations.

The Role

You will be responsible for managing a team of Aftercare Coordinators who support homeowners after they have moved into their new-build properties. Oversee the day-to-day running of the team, ensuring defects and customer concerns are handled efficiently, professionally, and in line with company standards and warranty obligations.

This is a key management role within the Aftercare function, requiring excellent communication, organisational, and people management skills. As the link between the Aftercare Director and the team, the role will support performance, encourage continuous improvement, and help deliver a first-class customer experience

Responsibilities

• Manage the Aftercare Coordinators team with a focus on articulating a clear vision, providing direction, and fostering a culture of accountability, high performance, and continuous improvement
• Monitor workloads and ensure all reported defects and customer queries are logged, assigned, and progressed in line with service level agreements
• Manage expectations of customers from the point of occupation through to the end of defects inspection, ensuring effective and ongoing communication is always maintained
• Coordinate the end of defects inspections with all relevant stakeholders and ensure outstanding items are chased up and resolved satisfactorily
• Continuously seek realistic ways to improve efficiency and effectiveness in your role, to help the department, and SNG, achieve its goals
• Support the team in resolving escalated or complex customer issues, maintaining a calm, empathetic, and solutions-focused approach to maintain customer satisfaction and avoid complaints
• Oversee scheduling of remedial works and ensure effective communication between customers, internal teams, developers and contractors

What we need from you

• Demonstrable experience in a customer care or aftercare role within the construction or housebuilding sector
• Previous line management or team leadership experience, ideally within a busy, service-driven environment
• Strong understanding of the new-build handover and defect resolution process
• Excellent interpersonal and communication skills, with a confident and professional approach to dealing with customers and contractors
• Well-organised, able to manage multiple priorities and lead a team under pressure
• Proactive in identifying and resolving issues and improving processes to enhance customer satisfaction
• Strong attention to detail and commitment to quality
• Proficiency in customer service software, digital platforms and defect management systems

What we can offer

• Hybrid, flexible working
• 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
• A chance to buy or sell holiday as part of our flexible benefits package
• x3 paid wellness days per annum
• A generous pension scheme matching up to 12%
• Life cover as soon as you join us
• You will be a part of our Recognition scheme where you can be gifted retail vouchers

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.

If you would like the opportunity to make a real impact within our changing and growing organisation, we would love to hear from you!