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Chief of Aftercare Services

2 months ago

London, Greater London, United Kingdom Legal & General Group Full time
Company Overview

At Affordable Homes, we are dedicated to fostering a safe, secure, and affordable living environment for all. Our commitment drives us to collaborate with esteemed developers, housing associations, and public sector entities nationwide, propelling new investments into the affordable housing sector.

As a proud member of the Legal & General Group, we carry a legacy of over 180 years, establishing ourselves as a premier financial services organization. We are at the forefront of institutional investment in housing, ensuring top-notch service and quality homes.

Our primary focus is on the Shared Ownership and affordable rent markets, with the ambition to become the UK's foremost private affordable housing provider, recognized for exceptional service and quality.

Position Overview

We are seeking a skilled Head of Aftercare to spearhead our newly established Aftercare team, responsible for the seamless transition of high-quality homes to our clients. This role offers a competitive salary along with a potential car allowance. The ideal candidate will possess a robust technical background in housing development and will report directly to the Director of Delivery & Aftercare, ensuring effective defect resolution.

Key Responsibilities:

  • Lead a team of Aftercare coordinators and Defects' Suppliers, delivering 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).
  • Conduct monthly performance reviews and year-end assessments.
  • Generate management reports and analyses on defects management for various teams.
  • Collaborate with internal and external stakeholders to minimize complaints related to defects in new properties.
  • Manage the procurement and appointment of regional contractors for defect resolution.
  • Coordinate deployment activities, issuing task instructions to developers and contractors with appropriate priority settings.
  • Ensure all costs associated with defect resolution are meticulously documented for recovery from developer partners.
  • Oversee the scheme closeout process, ensuring all necessary steps are taken for successful completion of defect liability.
Candidate Profile:

We are looking for individuals who possess:

  • Proven experience in leading teams within a repairs or customer service context.
  • Strong technical knowledge of construction, maintenance, and repair processes for residential properties.
  • Excellent communication skills, both written and verbal, to engage effectively with customers and partners.
  • A solid track record in customer-facing roles within the housing sector.
  • Experience in defect and project management, with a comprehensive understanding of construction methods and contractual obligations.
  • Familiarity with Quality Assurance practices employed by Developers and Consultants.
  • Proficiency in customer relationship management (CRM) software and strong computer skills, including Microsoft Office Suite.

Benefits:
We value performance and behavior, offering a comprehensive benefits package that includes:

  • 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 holiday, in addition to public holidays.
  • Competitive family leave policies.
  • Access to our electric car scheme, allowing employees to hire new electric vehicles through tax-efficient salary sacrifice.
  • Numerous discounts on our products and at various retailers.
  • Modern office spaces designed for collaboration and employee wellbeing.
Additional Information:

Legal & General is recognized as a leading financial services group and a major global investor, celebrated for our inspirational leadership and commitment to building a better society through strategic investments. Join us to be part of a diverse and inclusive culture that supports career development and personal wellbeing.

We are open to discussing flexible working arrangements and reasonable accommodations for candidates with specific needs.