Senior Aftercare Manager

Posted 28 January 2024
Salary£75000 - £85000 per annum + Car Allowance
LocationBrentwood
Job type Permanent
DisciplineProperty Sales, Lettings & Customer Care
Reference737837_1706492471
Contact NameSophia O'Donohue

Job description

My client is seeking a dynamic and experienced individual to take on the role of Senior Aftercare Manager.

In this key position, you will be responsible for overseeing and ensuring the successful delivery and reporting of all aspects related to Customer Service within the region. As the driving force behind their commitment to 5-star quality, you will manage regional coordinators, sub-contractors, and suppliers to guarantee that the customer journey meets the high standards expected of a premium house builder.

About You?

  • Customer service or site management experience with a deep understanding of customer needs.
  • Proven technical knowledge of the house building industry.
  • Problem-solving ability.
  • Strong organisational and time management skills.
  • Excellent verbal and written communication skills.
  • High level of financial acumen.
  • Team leadership and management skills.
  • Understanding of Health and Safety requirements.
  • You must have a full and clean driving licence.

The Role?

  • Oversee the resolution of daily defects, EODs, and latent defects, ensuring timely conclusions.
  • Respond to group-level complaints in accordance with the NHQ code.
  • Support regional Customer Service Managers in closing customer complaints at the regional level.
  • Personally address written communication for defect closure or detailed responses to customers and clients.
  • Enforce departmental processes and procedures consistently.
  • Prepare and present reports, gathering statistics for group and regional meetings.
  • Follow the Contra Charge process for maximum financial recovery.
  • Authorise and sign off works for external contractors following the scheme of delegation rules.
  • Monitor sub-contractor and supply chain costs, challenging where necessary.
  • Ensure chosen sub-contractors and suppliers are verified through the supply base.
  • Manage Customer Service Managers, Coordinators, and Customer Experience Executives.

The Details

  • £75k-85k, depending on experience
  • Car Allowance
  • Yearly Company Bonus
  • Monday-Friday
  • Company Retail Benefits
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