Lead of Post-Completion Services

3 weeks ago

London, Greater London, United Kingdom Legal & General Full time

Are you passionate about ensuring a secure and affordable living environment for all? At Legal & General, we are dedicated to this mission. With a rapidly expanding portfolio, we partner with esteemed developers, housing associations, and public sector entities nationwide to enhance investment in the affordable housing sector.

As a proud member of the Legal & General Group, we bring over 180 years of experience and a strong reputation as a leading financial services organization. We are at the forefront of institutional investment in housing, committed to delivering exceptional service and high-quality homes.

Our focus is primarily on the Shared Ownership and affordable rental markets, aiming to establish ourselves as the UK's premier private affordable housing provider, recognized for outstanding service and quality.

Position Overview

We are seeking a Head of Aftercare to lead our newly established Aftercare team, responsible for the seamless transition of high-quality homes to our clients. This role offers a competitive salary and a potential car allowance. The successful candidate will possess a robust technical background in housing development and will report directly to the Director of Delivery & Aftercare. You will play a crucial role in ensuring effective defect resolution and will collaborate closely with suppliers, clients, contractors, and various stakeholders.

Key Responsibilities
  • Lead a team of Aftercare coordinators and defect suppliers, providing exceptional service during the defect resolution period.
  • Oversee the performance of defect suppliers, ensuring timely closure of defects in accordance with service level agreements (SLAs) and maintaining accurate defect records.
  • Generate management reports and analyses regarding defect management for internal teams and leadership.
  • Collaborate with stakeholders to minimize complaints related to defects and enhance defect management processes for new properties.
  • Manage the procurement and appointment of regional contractors for defect resolution tasks.
  • Coordinate deployment activities, issuing clear instructions to developers and contractors with appropriate prioritization.
  • Ensure accurate documentation of costs incurred during defect resolution to facilitate recovery from developer partners.
  • Oversee the completion of projects and the conclusion of defect liability processes, ensuring all necessary steps are taken for successful project closeout.
Candidate Profile

We are looking for individuals who possess:

  • Proven experience in leading teams within a repairs or customer service-oriented role.
  • Strong technical knowledge of construction, maintenance, and repair processes for residential properties.
  • Excellent communication skills, both written and verbal, to effectively engage with clients, suppliers, and partners.
  • A demonstrated history of success in customer-facing roles within the housing sector.
  • Familiarity with defect and project management processes, along with a solid understanding of construction methods and contractual obligations.
  • Experience in Quality Assurance measures implemented by developers and consultants to mitigate defects.
  • Proficiency in customer relationship management (CRM) software and other relevant IT tools, including Microsoft Office Suite.

At Legal & General, we value performance and behavior, offering a comprehensive benefits package that addresses your needs. Our offerings include:

  • Participation in our annual performance-related bonus plan and share schemes.
  • Generous pension contributions.
  • Life assurance coverage.
  • Private medical insurance for permanent employees.
  • A minimum of 25 days of annual leave, in addition to public holidays.
  • Competitive family leave policies.
  • Access to our electric car scheme, allowing for tax-efficient salary sacrifice on new electric vehicle hires.
  • Various discounts on our products and at numerous high street and online retailers.
  • Modern office spaces designed for collaboration and well-being.
About Us

Legal & General is a prominent financial services group and a major global investor, recognized as Britain's Most Admired Company in 2023 for the second consecutive year. We are committed to building a better society by investing in initiatives that enhance the quality of life for all.

Joining us means becoming part of an inclusive culture that values diverse perspectives and experiences. Our leadership is dedicated to your growth and well-being, providing opportunities for career development and excellence.

We are open to discussing flexible working arrangements and reasonable accommodations for candidates with specific needs. If you are interested in learning more, we would be delighted to hear from you.

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