Head of Aftercare

**About Sage Homes**

Sage Homes is an innovative Blackstone and Regis business addressing the housing crisis in England by making good homes affordable for people across the country who need them.

Since 2017 we have delivered around 10,000 new homes across affordable rent, shared ownership and social rent for individuals and families. In 2021 Sage Homes became the largest provider of new affordable housing in England, and by 2030 we have committed to deliver 30,000 high-quality affordable homes across the country.

We have invested more than £3 billion into high-quality affordable housing. Our entrepreneurial spirit combined with our technical expertise has got us to where we are today and will enable future sustainable growth.

**About the role**:
The Sage Development Management (DM) team is responsible for overseeing the completion of a substantial pipeline of between 3,500 and 4,500 homes annually and managing the process by which these homes are passed to the downstream Sage operational teams including Sales, Lettings, and Asset Management. This annual programme of work is delivered through a large number of Development Agreements, with many Developer partners, across a large number of geographically dispersed individual projects.

As Head of Aftercare, you will play a critical and key role in taking the lead in driving a positive customer experience during the initial stages of their relationship with Sage and occupation of a Sage home. You will provide the senior leadership of the Aftercare function within the Sage DM team and be responsible for the integration of Sage's administration of the Defects Liability Period seamlessly into Sage's overall customer journey.

You will develop process, procedures, and systems to ensure that all Sage activities throughout the development lifecycle adequately consider their potential impact on the future customer experience. You will remove duplication and ambiguity in all processes to create efficiencies in Sage's operations which will further enhance the customer experience.

You will use the improvements that you will have achieved in the DM phases to assist in the development of an improved and consistent approach to the ongoing management of operations within Sage's housing stock beyond the expiry of the defect's liability period.

***Key duties include**:

- Providing the senior leadership for the Sage aftercare Team
- Providing robust client representation for Sage's consultant partners
- Developing and implementing new processes and procedures and improving the existing approach to the management of the defect's liability period at each Sage property
- Integrating the Aftercare function with other Customer-facing functions into a seamless end to end approach to bring consistency to the customer experience
- Enhance existing Sage defect handling processes to ensure that Developers comply with service level obligations
- Assist in the establishment of a broad and dynamic Sage supply chain to enable prompt rectification of issues where developers fail to respond
- Use the improvements achieved in the Aftercare team to drive consistency into the approach to the ongoing management and delivery of repairs and maintenance across the Sage portfolio
- Use the lessons learned in the aftercare process to inform the development of Sage's approach to construction phase quality management and its emerging component specification and benchmark standards

**About you**

The postholder will be strategically and contractually aware, able to build effective working relationships, a self-starter and a team player. Experience of the following at a senior level would be advantageous:

- Relevant experience of managing a major project, programme or portfolio
- Knowledge of and experience of a senior role within the residential development environment and the nuances associated with Affordable Housing.
- A range of forms of construction contracts and development agreements
- Line management and professional development of junior team members.
- Development and growth of successful relationships with key stakeholders.
- Accountability for delivering successful outcomes.
- Working in a dynamic, development client environment able to elevate thinking to a strategic level
- A higher education qualification (e.g. Degree) and / or substantial relevant experience

We are committed to ensuring you have the best career here at Sage. As well as regular support and guidance from your manager you can expect to receive a variety of learning and development opportunities to support you as you grow within our business. This includes internally and externally delivered development programmes and opportunities to study for professional accreditations and qualifications.

**About the culture**

We truly care about the outcomes we deliver; creating safe and environmentally friendly places for people to flourish. And we're curious, passionate and inventive in the way we create social change.

Sag