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Aftercare Manager

2 months ago

London, United Kingdom Braundton Consulting Limited Full time

Aftercare ManagerTemporary-PermanentMonday - Friday, 35 Hours Per WeekHybrid Working, 1-2 days in Stratford Office Per Week£50k Per Annum

To manage a team (direct reports 4-6) which will deliver a customer focused repairs service to residents. To manage the interface between the business and the customer at handover, during and at the end. To ensure the customer has a responsive and good experience.

Key duties-

  • Leadership and management including customer service/ values - Be responsible for the Aftercare team’s day to day activities, driving best practise whilst setting an example in delivering excellent customer service in line with our companies values.
  • Lead, motivate, communicate with, develop, appraise and performance manage staff to ensure they are fully motivated to achieve best performance
  • Strategy/ achieving objectives - Manage the allocation of the team’s workload to ensure the most efficient and effective service delivery. Responsible for the provision of a first point of contact service for customers to report defects.
  • Ensure the customer has a responsive and professional experience undertaking intervention as necessary to achieve group response targets for dealing with and attending to defects. Monitor and continually review the quality service being provided to ensure that the highest standards of customer satisfaction are being achieved.
  • Ensure activities of the team meet objectives and key performance indicators.
  • Must adhere to timescales required to complete necessary procedures.
  • Responsible for liaison with Asset Management and Direct Maintenance teams to ensure time obligations on reported defects are met. Control and manage the 'end of defects’ process to achieve certificates.
  • Manage all customer complaints in line with our companies Complaints Policy and Procedure and be a point of escalation for team members to deal with more serious customer complaints.
  • Manage a portfolio of schemes which have been identified as needing more specialist knowledge and experience. Review and advise of support requirements with internal operatives. Create support relationships with external subcontractors to maintain delivery of customer expectations
  • Working with others - internal - Work closely with other Regional Aftercare Team Leaders to ensure consistency of approach and levels of service across the division. Work collaboratively with all teams. Regular liaising with regional staff and teams across the company.
  • Working with others - external - Work collaboratively with key stakeholders and partners
  • Budgetary responsibility - Ensure that all activities deliver 'best value’. Contribute towards the control of budgets within the function. Contribute to meeting the divisional business plan.
  • Risks - Manage risks associated with areas under the jobholder’s control. Ensure that effective controls are in place to highlight and limit risk.

Essential skills needed-

  • Sector knowledge and experience in housing or a proven track record of working for a main contractor in a similar field of mixed tenure projects- Experience working in a similar environment
  • Must have working knowledge of building contract provisions and responsibilities of different parties
  • Communication & influencing skills -need to be persuasive in ensuring adherence to timescales, secure builders commitment to undertake activities quicker than usual
  • · Self-motivated and innovative problem solver
  • · Commitment to providing high levels of customer satisfaction and demonstrable experience in working positively in customer facing environments
  • Demonstrable collaboration, stakeholder management, negotiation and influencing skills
  • Project co-ordination skills and the ability to multi task and meet deadlines
  • Excellent written and oral communication skills
  • Computer literate with a good proven competency in MS Office
  • An experienced people manager, able to lead, motivate and inspire others at all levels to deliver against demanding objectives
  • CSCS registered - desirable
  • Diploma or Higher Level Diploma from the Institute of Customer Services

Braundton Consulting is a recruitment agency recruiting on behalf of a client.