Head of Housing Quality Assurance

3 weeks ago

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

At Legal & General, we are dedicated to fostering a secure, affordable living environment for all. Our commitment to this mission drives us to partner with esteemed developers, housing associations, and public sector entities nationwide, aiming to enhance investment in the affordable housing sector.

With a legacy spanning over 180 years, we stand as a prominent financial services group, recognized for our innovative approach to institutional investment in housing while ensuring top-notch service and quality residences.

As we focus on the Shared Ownership and affordable rental markets, our goal is to establish ourselves as the premier private affordable housing provider in the UK, celebrated for our exceptional service and high-quality homes.

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. The successful candidate will enjoy a competitive salary along with a potential car allowance. This role requires a seasoned professional with a robust technical background in housing development to oversee the effective resolution of defects. Reporting directly to the Director of Delivery & Aftercare, you will collaborate closely with defect suppliers, clients, contractors, and various stakeholders to ensure a high standard of defect resolution service.

Key Responsibilities:

  • Lead a team of Aftercare coordinators and defect suppliers, ensuring excellent service delivery during the defect resolution period.
  • Monitor the performance of defect suppliers, ensuring defects are addressed within agreed service level agreements (SLAs) and that defect management systems are accurately maintained.
  • Compile and present management information, analyses, and reports on defect management for various teams and management levels as required.
  • Engage with internal and external stakeholders to minimize complaints related to defects and enhance defect management in new properties.
  • Oversee the procurement and appointment of regional contractors for defect repairs.
  • Manage deployment activities, issuing task instructions to developers and external contractors with appropriate priority settings.
  • Ensure all costs incurred in resolving defects are meticulously recorded to support recovery from developer partners.
  • Facilitate the successful closeout of schemes and the end of defect liability processes, ensuring all necessary steps are taken for effective completion.
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 and experience in the construction, maintenance, and repair of residential properties.
  • Excellent communication skills, both written and verbal, to effectively engage with clients, suppliers, and partners.
  • A solid track record in customer-facing roles within the housing sector.
  • Experience in defect and project management processes, with a solid understanding of construction methods and contractual obligations related to defect resolution.
  • Knowledge of Quality Assurance measures implemented by developers and consultants to mitigate defects.
  • Proficiency in customer relationship management (CRM) software and other relevant IT tools, alongside strong skills in Microsoft Office applications.

At Legal & General, we value performance and behavior, offering a comprehensive benefits package that prioritizes your well-being. 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 holiday, in addition to public holidays.
  • Competitive family leave policies.
  • Access to our electric car scheme, allowing employees to hire a new electric vehicle through a tax-efficient salary sacrifice program.
  • Numerous discounts on our products and at various high street and online retailers.
  • Modern office spaces designed to foster collaboration and prioritize employee well-being.
Company Overview:

Legal & General is a leading financial services group and a major global investor, recognized as Britain's Most Admired Company in 2023 for the second consecutive year. With a strong heritage and a forward-looking vision, we aim to build a better society by investing in initiatives that enhance the quality of life for everyone.

Joining us means becoming part of a welcoming culture that values diversity and collaboration. Our leaders prioritize integrity and care about your future and well-being, empowering you through initiatives that support career development and excellence.

We are committed to being open, mindful, and inclusive, and we welcome discussions about flexible working arrangements and reasonable accommodations for candidates with specific needs.

If you are interested in learning more about this opportunity, we would be pleased to hear from you.

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