Aftercare Services Manager

3 days ago


Basingstoke, Hampshire, United Kingdom Sovereign Housing Full time

We have a clear ambition to deliver exceptional customer satisfaction through our aftercare services. Our aim is to showcase how, by 2050, we can balance growth and improvement in the condition of our estate of homes, ensuring they meet future standards. We're seeking an experienced Aftercare Director to join us from our Head office in Basingstoke.

Key Responsibilities
  • Lead regional aftercare teams, develop and implement aftercare strategies, data and trend-analysis, and act as the primary point of contact for homeowners' concerns and warranty claims and complaints.
  • Oversight of pre- and post-handover phases for residential development projects, implementing effective aftercare strategies.
  • Develop comprehensive strategic plans to enhance customer satisfaction and streamline aftercare processes, policies and procedures.
Requirements
  • Problem Solving, Initiative and Innovation: Proactive in identifying and resolving issues to improve customer satisfaction.
  • A commitment to understanding customers' unique needs and meeting them with care and respect.
  • Leadership skills aligned to Sovereign Housing's values, fostering an environment of trust, transparency, inclusion, and employee wellbeing.
  • Significant experience in customer service leadership within the residential construction industry.
  • Demonstrable track record in managing aftercare services and defect resolution in new homes.
  • Knowledge of regulatory and technical standards.
Benefits
  • £45,000 - £55,000 per annum (dependent on experience), flexible pot annually, discounted shopping & cycling scheme
  • 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
  • Company pension scheme matched up to 12%, life cover at 4x salary
  • Flexible working - committed to giving people flexibility as widely as possible
  • Private medical insurance, dental insurance & critical illness cover
  • Wide range of training courses available to support career development


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