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Head of Aftercare

3 months ago

London, United Kingdom Legal & General Group Full time
Company Description

Do you share our passion for creating a safe, secure, and affordable place for everyone to call home? That's exactly what we're working towards at Affordable Homes. With a fast-growing pipeline, we collaborate with well-known developers, housing associations and public sector bodies across the country to drive new investment into the affordable housing sector.

As part of the wider Legal & General Group, our heritage goes back over 180 years, with a solid reputation as one of the leading financial services groups. We are pioneering institutional investment into the housing sector, whilst providing excellent service and quality homes.

Focusing primarily on the Shared Ownership and affordable rent markets, we strive to be the UK’s leading private affordable housing provider, known for excellent service and quality homes.


Job Description

We’re recruiting for a Head of Aftercare to join us. We’re offering a competitive base salary plus 10% car allowance if applicable. Setting up a new Aftercare team to manage the handover of great quality homes to our customers. We are looking to recruit an experienced and dedicated Head of Aftercare with a strong housing development technical background to head this new team. The role holder will report to the Director of Delivery & Aftercare, responsible for ensuring the effective rectification of defects and will be required to work closely with defects suppliers, customers, Contractors/Developers and other stakeholders to ensure the delivery of an effective defects’ resolution service.

What you'll be doing:

  • Managing a team of Aftercare coordinators and Defects’ Suppliers providing front end service during the defects period.
  • Overseeing the activities of the relevant Defect Supplier and ensuring closure of Defects within agreed service level agreement (SLA) and ensuring that the Defects Suppliers manage the defects systems to ensure issues are correctly recorded and maintained.
  • Undertaking monthly reviews and end of year review meetings.
  • Providing management information and analyses and reports on the review of defects management to various teams and management teams as and when required.
  • Working with internal and external stakeholders to reduce the number of complaints in relation to defects and the management of defects in new properties.
  • Procurement and appointment of contractors (regionally based) to undertake defect works.
  • Overseeing deployment activities i.e. developer, MP external contractors and/or AC contractors and issuing task instructions to Developers and/or Employers Agents, with relevant priority settings.
  • Be responsible for ensuring that costs incurred by stepping in to resolve defects are fully recorded to support recovery from developer partners working with EAs and PQMs.
  • Be responsible for scheme close out and end of defect liability process ensuring that ACC undertake all necessary steps to ensure EOD is closed out successfully including approval of the release of retention where required contractually.

Qualifications

Who we're looking for:

  • Experience of leading a team in a similar repairs/maintenance related role or customer facing role.
  • Excellent technical knowledge and experience of the construction, maintenance and repair of houses and apartments.
  • Excellent written and verbal communication skills – engaging with customers, suppliers and partners.
  • Demonstrable track record in a customer facing role within the housing industry.
  • Evidence of defects and project management processes with a good understanding of construction methods, terminology and common contractual obligations regarding defect resolution.
  • Ability to demonstrate experience and understanding of Quality Assurance measures undertaken by Developers and Consultants to protect against defects.
  • Competent in the use of customer relationship management (CRM) software and other relevant IT tools as well as strong computer skills – Microsoft Office including Word, Excel, Outlook, and Teams as a minimum.

Whatever your role, we reward performance and behaviour with a package that looks after all the things that are important to you. Here are some of the benefits we offer:

  • The opportunity to participate in our annual, performance-related bonus plan and valuable share schemes.
  • Generous pension contribution.
  • Life assurance.
  • Private medical insurance (permanent employees only).
  • At least 25 days holiday, plus public holidays.
  • Competitive family leave.
  • Participate in our electric car scheme, which offers employees the option to hire a brand-new electric car through tax efficient salary sacrifice.
  • There are the many discounts we offer – both for our own products and at a range of high street stores and online.
  • In 2023, some of our workspaces were redesigned. Our offices are great spaces to connect and collaborate and have your wellbeing at the heart.

Additional Information

Legal & General is a leading financial services group and major global investor, named Britain’s Most Admired Company in 2023, for the second year running. Rated top in our sector and top for inspirational leadership, we have a strong heritage and an exciting future.

We aim to build a better society for the long term by investing our customers’ money in things that make life better for everyone.

If you join us, you’ll be part of a welcoming culture, with opportunities to collaborate with people of diverse backgrounds, views and experiences. Guided by leaders with integrity who care about your future and wellbeing. Empowered through initiatives which support people to develop their careers and excel.

We strive to be open, mindful and inclusive, so are always willing to discuss flexible working arrangements and reasonable accommodations for candidates with specific needs.

If you’re open to find out more, we'd love to hear from you.

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