Senior Aftercare Lead – Hybrid, Defects Mastery

Lloyds Banking Group; Manchester; Hybrid; GBP 41,000 - 45,000; Full time

Benefits offered by this job

Pension up to 15%

Annual bonus

Share schemes

Discounts & Wellbeing

28 days holiday

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Residential property experience

Defects management

Team leadership

Stakeholder management

Organisational skills

Communication skills

Developer relationships

Multitasking under pressure

FixFlo proficiency

Tools

FixFlo

Microsoft Office

Job description

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.