Aftercare Manager
| Dyddiad hysbysebu: | 18 Awst 2025 |
|---|---|
| Cyflog: | £48,000 bob blwyddyn |
| Gwybodaeth ychwanegol am y cyflog: | per annum, plus Car Allowance |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 15 Medi 2025 |
| Lleoliad: | Reading, Berkshire |
| Gweithio o bell: | Yn gyfan gwbl o bell |
| Cwmni: | Blue Octopus Recruitment Limited |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | SWRE195004 |
Crynodeb
Stonewater are seeking an Aftercare Manager to take ownership of customer care in our new build homes across our development programme. This will involve leading a team of Aftercare Officers and developing efficient and effective procedures to continually develop our customer-focussed approach to managing defects and defect-related complaints.
You will ensure that the Aftercare Officers are identifying, logging and reporting defective construction works and coordinating contractual end of defects inspections using internal communication systems and following defects through to satisfactory completion, proactively ensuring that on-going defect repair orders are being progressed and concluded to agreed timescales. Ensuring the allocated defect mailbox is actively managed and enquiries are dealt with, you will assist and support the Aftercare Officers with more challenging customer issues specifically in relation to live defects throughout defect liability period, ensuring excellent customer service is maintained.
You will build and maintain strong partnerships with contractors, developers, and internal teams to ensure all defects are completed within acceptable timescales and challenging case are monitored and resolved. This will include monitoring contractor and developer performance, identifying trends in poor performance, reporting against targets and addressing recurring issues; which can be incorporated in updates to Stonewater’s Design Brief for future developments. This may include attending site meetings to explain Stonewater’s approach to defect managements to contractors and consultations.
Identifying, implementing and monitoring KPI’s for defect resolution and customer satisfaction, you will take ownership of managing Stage 1 complaints relating to defects and construction related matters, including liaising with internal colleagues in Construction & Delivery and New Homes and within the Complaints Resolution Team and work with Heads of Development to resolve Stage 2 complaints when relating to defects. You will be the Development representation and the Complaints Delivery Group, ensuring the Development team are informed of any necessary information and outcomes and support in the creation and implementation of any defects guidance or process documentation for our customers and stakeholders, including suggesting recommendation for continuous process improvements.
The ideal candidate will:
Have a strong commitment to the delivery of a high level of customer service.
Have proven experience in Customer Care, partnership and relationship management.
Have strong organisational skills, with the ability to identify priority defects and liaise with appropriate teams to ensure resolution.
Be able to work proactively at a fast pace and under pressure using own initiative.
Be aware of and contribute effectively and proactively to tackling regional aftercare matters.
Have excellent knowledge of IT applications.
Be able to communicate confidently and work effectively with all levels of stakeholders.
Have experience in supporting and driving change.
Have a commitment to innovation and change management, quality, and value for money.
Have a strong eye for detail to check legal and other documents for accuracy.
Understand the affordable housing development process and construction industry.
Appointment to this role will be subject to satisfactory references and possession of a valid Right to Work document.
Interviews will be held on 8th September (PM) and 9th September. Please highlight in your application if you are unable to attend on these dates and we will look to accommodate.
Stonewater reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date.
Discover Stonewater:
Stonewater is a leading housing provider. We manage around 40,000 homes, serving 93,000 customers across our portfolio of affordable properties for general rent, shared ownership and sale, alongside specialist accommodation, with an ambitious house-building programme.
Our mission is to provide quality homes and services for people whose needs are not met by the open market.
We’re looking for like-minded people to join our team of over 900 talented colleagues who embody our values of being ethical, ambitious, passionate, agile and commercial, as well as people who want to make a difference and transform people’s lives.
We are a Disability Confident Employer and working towards accreditation for becoming a Disability Confident Leader, which allows us to record and report on disability, mental health and wellbeing in the workplace to better support our colleagues. We have also achieved accreditation for being an Advanced Employer for Investing in Ethnicity Maturity Matrix. We are committed to being a Menopause Friendly employer and working towards accreditation our Menopause Friendly accreditation.
Are you ready to #DiscoverStonewater?
You will ensure that the Aftercare Officers are identifying, logging and reporting defective construction works and coordinating contractual end of defects inspections using internal communication systems and following defects through to satisfactory completion, proactively ensuring that on-going defect repair orders are being progressed and concluded to agreed timescales. Ensuring the allocated defect mailbox is actively managed and enquiries are dealt with, you will assist and support the Aftercare Officers with more challenging customer issues specifically in relation to live defects throughout defect liability period, ensuring excellent customer service is maintained.
You will build and maintain strong partnerships with contractors, developers, and internal teams to ensure all defects are completed within acceptable timescales and challenging case are monitored and resolved. This will include monitoring contractor and developer performance, identifying trends in poor performance, reporting against targets and addressing recurring issues; which can be incorporated in updates to Stonewater’s Design Brief for future developments. This may include attending site meetings to explain Stonewater’s approach to defect managements to contractors and consultations.
Identifying, implementing and monitoring KPI’s for defect resolution and customer satisfaction, you will take ownership of managing Stage 1 complaints relating to defects and construction related matters, including liaising with internal colleagues in Construction & Delivery and New Homes and within the Complaints Resolution Team and work with Heads of Development to resolve Stage 2 complaints when relating to defects. You will be the Development representation and the Complaints Delivery Group, ensuring the Development team are informed of any necessary information and outcomes and support in the creation and implementation of any defects guidance or process documentation for our customers and stakeholders, including suggesting recommendation for continuous process improvements.
The ideal candidate will:
Have a strong commitment to the delivery of a high level of customer service.
Have proven experience in Customer Care, partnership and relationship management.
Have strong organisational skills, with the ability to identify priority defects and liaise with appropriate teams to ensure resolution.
Be able to work proactively at a fast pace and under pressure using own initiative.
Be aware of and contribute effectively and proactively to tackling regional aftercare matters.
Have excellent knowledge of IT applications.
Be able to communicate confidently and work effectively with all levels of stakeholders.
Have experience in supporting and driving change.
Have a commitment to innovation and change management, quality, and value for money.
Have a strong eye for detail to check legal and other documents for accuracy.
Understand the affordable housing development process and construction industry.
Appointment to this role will be subject to satisfactory references and possession of a valid Right to Work document.
Interviews will be held on 8th September (PM) and 9th September. Please highlight in your application if you are unable to attend on these dates and we will look to accommodate.
Stonewater reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date.
Discover Stonewater:
Stonewater is a leading housing provider. We manage around 40,000 homes, serving 93,000 customers across our portfolio of affordable properties for general rent, shared ownership and sale, alongside specialist accommodation, with an ambitious house-building programme.
Our mission is to provide quality homes and services for people whose needs are not met by the open market.
We’re looking for like-minded people to join our team of over 900 talented colleagues who embody our values of being ethical, ambitious, passionate, agile and commercial, as well as people who want to make a difference and transform people’s lives.
We are a Disability Confident Employer and working towards accreditation for becoming a Disability Confident Leader, which allows us to record and report on disability, mental health and wellbeing in the workplace to better support our colleagues. We have also achieved accreditation for being an Advanced Employer for Investing in Ethnicity Maturity Matrix. We are committed to being a Menopause Friendly employer and working towards accreditation our Menopause Friendly accreditation.
Are you ready to #DiscoverStonewater?