Aftercare Team Manager
| Dyddiad hysbysebu: | 08 Awst 2025 |
|---|---|
| Cyflog: | £36,000 i £43,000 bob blwyddyn |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 07 Medi 2025 |
| Lleoliad: | Basingstoke, Hampshire |
| Gweithio o bell: | Hybrid - gweithio o bell hyd at 3 ddiwrnod yr wythnos |
| Cwmni: | Sovereign Network Group |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 7180 |
Crynodeb
Are you a driven Manager with a passion for providing excellent customer service? We have a fantastic opportunity as an Aftercare Team Manager, within our Built Environment Directorate, on a permanent basis.
You'll be based from either of our offices in Basingstoke or Bristol. This role will combine office and home working to ensure a positive work/life balance.
About SNG
It's an exciting time to be a part of the team as Sovereign have joined forces with Network Homes to form SNG (Sovereign Network Group). Together we provide over 84,000 homes and invest in communities across London and the South of England. Our purpose is to provide good affordable homes in thriving communities that people love for generations.
The Role
You will be responsible for managing a team of Aftercare Coordinators who support homeowners after they have moved into their new-build properties. Oversee the day-to-day running of the team, ensuring defects and customer concerns are handled efficiently, professionally, and in line with company standards and warranty obligations.
This is a key management role within the Aftercare function, requiring excellent communication, organisational, and people management skills. As the link between the Aftercare Director and the team, the role will support performance, encourage continuous improvement, and help deliver a first-class customer experience
Responsibilities include
Manage the Aftercare Coordinators team with a focus on articulating a clear vision, providing direction, and fostering a culture of accountability, high performance, and continuous improvement
Monitor workloads and ensure all reported defects and customer queries are logged, assigned, and progressed in line with service level agreements
Manage expectations of customers from the point of occupation through to the end of defects inspection, ensuring effective and ongoing communication is always maintained
Coordinate the end of defects inspections with all relevant stakeholders and ensure outstanding items are chased up and resolved satisfactorily
Continuously seek realistic ways to improve efficiency and effectiveness in your role, to help the department, and SNG, achieve its goals
Support the team in resolving escalated or complex customer issues, maintaining a calm, empathetic, and solutions-focused approach to maintain customer satisfaction and avoid complaints
Oversee scheduling of remedial works and ensure effective communication between customers, internal teams, developers and contractors
What we need from you
Demonstrable experience in a customer care or aftercare role within the construction or housebuilding sector
Previous line management or team leadership experience, ideally within a busy, service-driven environment
Strong understanding of the new-build handover and defect resolution process
Excellent interpersonal and communication skills, with a confident and professional approach to dealing with customers and contractors
Well-organised, able to manage multiple priorities and lead a team under pressure
Proactive in identifying and resolving issues and improving processes to enhance customer satisfaction
Strong attention to detail and commitment to quality
Proficiency in customer service software, digital platforms and defect management systems
What we can offer
Hybrid, flexible working
25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
A chance to buy or sell holiday as part of our flexible benefits package
A generous pension scheme matching up to 12%
Life cover as soon as you join us
You will be a part of our Recognition scheme where you can be gifted retail vouchers
At Sovereign Network Group, we are passionate about inclusion for all and creating a workplace where everyone can thrive. We are committed to our Equality Diversity and Inclusion strategy and believe that you can truly be yourself at SNG.
If you would like the opportunity to make a real impact within our changing and growing organisation, we would love to hear from you!
You'll be based from either of our offices in Basingstoke or Bristol. This role will combine office and home working to ensure a positive work/life balance.
About SNG
It's an exciting time to be a part of the team as Sovereign have joined forces with Network Homes to form SNG (Sovereign Network Group). Together we provide over 84,000 homes and invest in communities across London and the South of England. Our purpose is to provide good affordable homes in thriving communities that people love for generations.
The Role
You will be responsible for managing a team of Aftercare Coordinators who support homeowners after they have moved into their new-build properties. Oversee the day-to-day running of the team, ensuring defects and customer concerns are handled efficiently, professionally, and in line with company standards and warranty obligations.
This is a key management role within the Aftercare function, requiring excellent communication, organisational, and people management skills. As the link between the Aftercare Director and the team, the role will support performance, encourage continuous improvement, and help deliver a first-class customer experience
Responsibilities include
Manage the Aftercare Coordinators team with a focus on articulating a clear vision, providing direction, and fostering a culture of accountability, high performance, and continuous improvement
Monitor workloads and ensure all reported defects and customer queries are logged, assigned, and progressed in line with service level agreements
Manage expectations of customers from the point of occupation through to the end of defects inspection, ensuring effective and ongoing communication is always maintained
Coordinate the end of defects inspections with all relevant stakeholders and ensure outstanding items are chased up and resolved satisfactorily
Continuously seek realistic ways to improve efficiency and effectiveness in your role, to help the department, and SNG, achieve its goals
Support the team in resolving escalated or complex customer issues, maintaining a calm, empathetic, and solutions-focused approach to maintain customer satisfaction and avoid complaints
Oversee scheduling of remedial works and ensure effective communication between customers, internal teams, developers and contractors
What we need from you
Demonstrable experience in a customer care or aftercare role within the construction or housebuilding sector
Previous line management or team leadership experience, ideally within a busy, service-driven environment
Strong understanding of the new-build handover and defect resolution process
Excellent interpersonal and communication skills, with a confident and professional approach to dealing with customers and contractors
Well-organised, able to manage multiple priorities and lead a team under pressure
Proactive in identifying and resolving issues and improving processes to enhance customer satisfaction
Strong attention to detail and commitment to quality
Proficiency in customer service software, digital platforms and defect management systems
What we can offer
Hybrid, flexible working
25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
A chance to buy or sell holiday as part of our flexible benefits package
A generous pension scheme matching up to 12%
Life cover as soon as you join us
You will be a part of our Recognition scheme where you can be gifted retail vouchers
At Sovereign Network Group, we are passionate about inclusion for all and creating a workplace where everyone can thrive. We are committed to our Equality Diversity and Inclusion strategy and believe that you can truly be yourself at SNG.
If you would like the opportunity to make a real impact within our changing and growing organisation, we would love to hear from you!
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Hyderus o ran Anabledd
Gwybodaeth am Hyderus o ran Anabledd
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