As Aftercare Manager, you will work on the company's PRS platform focused on single-family housing. You will be responsible for a team of Aftercare Coordinators to ensure the day-to-day management of defects across the portfolio, managing relationships with development partners' aftercare teams, and working closely with the Property Management team to ensure a smooth close.

Reporting to the Head of Property Management, you will set and ensure achievement of KPIs for the team and provide reporting on all aspects of the aftercare process.

Joining during a period of intense growth, there will be a significant pipeline of projects under contract as well as a large growth plan that this person will be accountable for. The ideal candidate will be working in a similar role for a developer or in a customer service environment, with strong experience in the house building defects process.

The role will be based in Reading and may involve regular travel to sites as required (travel expenses provided).

Responsibilities

• Oversee the whole aftercare process from handover to end of defects liability period.
• Line manage coordinators to ensure the day-to-day management of defects.
• Oversee the end of defect (EOD) inspection process at the end of the defect liability period.
• Ensure all systems, relevant folders and the Aftercare inbox are updated and organised.
• Manage the relationship with the external Employers Agent and COWs team in the closeout of relevant defects at handover and end of defects.
• Manage the relationship with Developer Aftercare teams during the defect rectification period and seek to build new relationships as sites deliver.
• Manage redeployment of defects that fall outside of agreed SLAs.
• Schedule visits to customers' homes to review reported defects/poor workmanship/queries.
• Ensure any customer issues are investigated and resolved promptly and to a high standard.
• Work closely with the Property Management team and other internal teams in ensuring satisfactory resolution of defects.
• Monitor sub-contractor performance and escalate trends and concerns.
• Report to management and investors on all aspects of aftercare, including performance of developers, COWs, contractors and internal and external KPIs.

Skills and Competencies

• Experience working within aftercare in a developer/construction environment.
• Knowledge of real estate development, construction and aftercare and EOD processes.
• Experience mentoring or managing a team.
• Experience in setting KPIs (desirable).
• Strong Excel knowledge and skills and the ability to analyse and report on data.
• Knowledge of NHBC guidelines, processes and claim procedures.
• Excellent communication and customer service skills.
• Demonstrated ability to work autonomously and collaboratively in a team.
• Professional and friendly personality with a drive to resolve issues.
• A high level of technical knowledge and understanding of construction/build processes.