Defects & Aftercare Lead - Housing Developments

Housing 21; North East; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Blue Light Card discount

Holiday trade scheme

Volunteer days

Occupational Sick Pay

Maternity Pay

Job summary

Housing 21 is looking for an Aftercare and Defects Manager to lead defect resolution across our North region’s new-build developments. You’ll work with residents, operations, contractors and warranty providers to track, prioritise and close defects during the defects liability period.

You’ll monitor contractor performance, analyse defect trends and support service improvements, with travel across the North region and occasional coverage beyond as needed.

Qualifications

• Experience of defect management, customer care or aftercare within housing/new-build environments
• Practical knowledge of building construction and common defects in new-build homes
• Understanding of defects liability periods, warranties and handover responsibilities
• Experience coordinating a varied caseload with accurate records and timely actions
• Experience working with contractors and delivery partners to resolve issues
• Ability to communicate effectively with residents/customers, including delays or dissatisfaction
• Ability to interpret project, handover, warranty and defect information for advice
• Experience producing accurate reports and identifying trends from data
• Experience working across teams as a coordination point
• Strong general education (English and maths) or equivalent competence
• Evidence of learning/training in housing/construction or defect management

Responsibilities

• Coordinate the resolution of defects across new-build developments from handover to end of defects liability period
• Be the key link between residents, operations, Development and Delivery teams, contractors and warranty providers
• Monitor contractor performance and support resolution of complex defects
• Identify defect trends and customer experience insights to improve aftercare services
• Ensure defects are recorded, prioritised and resolved within agreed timescales
• Provide reports and collaborate across teams to drive continuous improvements

Skills

Defect management

Customer care

Contractor coordination

Report writing

Stakeholder communication

Data interpretation

Team collaboration

English (proficient)

Job description

Housing 21 is looking for an Aftercare and Defects Manager to lead defect resolution across our North region’s new-build developments. You’ll work with residents, operations, contractors and warranty providers to track, prioritise and close defects during the defects liability period.

You’ll monitor contractor performance, analyse defect trends and support service improvements, with travel across the North region and occasional coverage beyond as needed.