Head of Client Services

3 weeks ago

London, Greater London, United Kingdom London, United Kingdom Full time
Head of Aftercare

Company Overview
Are you passionate about ensuring a safe, secure, and affordable living environment for all? At Affordable Homes, we are dedicated to this mission. As a rapidly expanding entity, we partner with prominent developers, housing associations, and public sector organizations to enhance investment in the affordable housing sector. Our legacy, spanning over 180 years as part of the Legal & General Group, positions us as a leading financial services provider, committed to pioneering institutional investments in housing while delivering exceptional service and quality homes.

Role Overview
We are seeking a skilled Head of Aftercare to establish and lead a new team focused on the seamless transition of high-quality homes to our clients. This position offers a competitive salary along with a potential car allowance. The successful candidate will report to the Director of Delivery & Aftercare and will be responsible for the effective management of defect rectification processes. Collaboration with defect suppliers, clients, contractors, and various stakeholders will be essential to ensure the delivery of a robust defect resolution service.

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 line with service level agreements (SLAs) and maintaining accurate defect records.
  • Generate management reports and analyses regarding defect management for internal teams and management as needed.
  • Collaborate with stakeholders to minimize complaints related to defects and enhance the management of defects in newly constructed properties.
  • Manage the procurement and appointment of regional contractors for defect repairs.
  • Supervise deployment activities involving developers and external contractors, issuing task instructions with appropriate prioritization.
  • Ensure all costs incurred in resolving defects are documented to support recovery efforts from developer partners.
  • Oversee the closure of schemes and the end of defect liability processes, ensuring all necessary steps are taken for successful completion.

Candidate Profile:
We are looking for individuals who possess:

  • Proven experience in leading teams within a repairs or customer service environment.
  • Strong technical knowledge of construction, maintenance, and repair processes for residential properties.
  • Excellent communication skills, both written and verbal, to engage effectively with clients, suppliers, and partners.
  • A solid track record in customer-facing roles within the housing sector.
  • Understanding of defect management processes and construction methodologies, along with contractual obligations related to defect resolution.
  • Experience with Quality Assurance measures implemented by developers and consultants to mitigate defects.
  • Proficiency in customer relationship management (CRM) software and relevant IT tools, including Microsoft Office applications.

Benefits:
We recognize and reward performance and behavior with a comprehensive benefits package that prioritizes your needs:

  • 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 high street retailers.
  • Modern office spaces designed for collaboration and well-being.

Company Commitment:
Legal & General is a prominent financial services group and a major global investor, recognized as Britain's Most Admired Company in 2023. We are dedicated to building a better society through responsible investments that enhance quality of life for all. Joining us means becoming part of an inclusive culture that values diverse perspectives and experiences, with opportunities for career development and growth.

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