Senior Aftercare Manager - Defects & Customer Experience

Lloyds Living; Manchester; Hybrid; GBP 42,000 - 54,000; Full time

Benefits offered by this job

Up to 15% pension contribution

Annual performance-related bonus

Share schemes including free shares

Discounts and lifestyle perks

28 days' holiday + bank holidays

Wellbeing initiatives & parental leave

Job summary

Lloyds Living in Manchester is seeking an Aftercare Manager to oversee the day-to-day delivery of the aftercare service, leading a team of Aftercare Coordinators and ensuring defects are managed through to End of Defects completion.

You will act as escalation point for complex issues, drive defects to resolution, manage relationships with developers, contractors and other stakeholders, and maintain high standards of customer service in a fast-paced residential property environment.

Qualifications

• 4–5 years of experience within residential property, housebuilding or a developer environment.
• Proven experience managing defects through to End of Defects completion.
• 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.
• Experience within a residential developer or housebuilder environment.
• Knowledge of defect liability and End of Defects processes.
• Experience managing contractor and stakeholder relationships.

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.

Skills

Aftercare management

Defect management

Team leadership

Stakeholder management

Microsoft Office

FixFlo

Communication

Tools

FixFlo

Microsoft Office

Job description

Lloyds Living in Manchester is seeking an Aftercare Manager to oversee the day-to-day delivery of the aftercare service, leading a team of Aftercare Coordinators and ensuring defects are managed through to End of Defects completion.

You will act as escalation point for complex issues, drive defects to resolution, manage relationships with developers, contractors and other stakeholders, and maintain high standards of customer service in a fast-paced residential property environment.