Aftercare Manager

• Budget management, ensuring all spend is accurate and justified.
• Conduct home visits assess, review and discuss defects or complaints made by customers in more detail and bring them to a satisfactory resolution.
• Log, track and co-ordinate reported defects within the DLP. Maintaining accurate records of all interactions on relevant systems.
• Contribute to initiatives that improve customer experience and reduce warranty claims.
• Lead and manage the Aftercare department, ensure effective and efficient operations.
• Manage complaints and be the main point of contact when these are escalated within the Development team.
• Work closely with contractors organising meeting to make sure defects are being properly managed.
• Report and monitor key performance indicators such as response times, resolution times, and customer satisfaction.
• Go through the defects, warranties, and repair timelines with customers and manage their expectation.
• Conduct inspections on newly constructed properties to quality check these ensuring good property marketing.
• Keep up with latest industry changes and legislation
• Oversee and manage the aftercare process to ensure an excellent customer experience after move-in.
• Produce regular reports on aftercare performance, defect trends, and recurring issues.
• Implement new systems within the department and embed the processes.

We're proud to be a Mindful Employer, committed to mental health and wellbeing. We also hold the ‘Committed' Menopause Friendly Accreditation, recognising the importance of support in the workplace.

We're seeking an experienced Aftercare Manager to join us, leading the service to ensure our customers receive excellent support after moving into their new homes. In this key role, you'll take ownership of the aftercare budget, handle escalated complaints with professionalism and drive performance through accurate reporting, process improvements and customer-focused initiatives.

• Strong knowledge of new-build housing construction, materials, and defects.
• People management skills and experience with the ability to develop a team.
• Ability to manage contractors and hold them accountable for quality and timeliness.
• Full driving licence and access to own vehicle.
• Good IT skills (CRM systems, MS Office, snagging/defects software).
• Strong organisational skills, able to manage multiple cases simultaneously.
• Excellent communication and conflict-resolution skills.
• Knowledge of NHBC standards and warranty provider requirements.

Based in Bradford, a city known for its rich cultural diversity, we serve vibrant communities. As a social housing provider, we're passionate about making a real difference by providing safe, affordable homes and improving lives.

• Local gym membership discounts.
• Option to buy and sell annual leave
• Cycle to work scheme
• A team of trained Mental Health First Aiders who are available for colleagues to contact for support
• 28 days annual leave that increases with service plus bank holidays
• Corporate health scheme membership
• Training, development, and qualification opportunities
• Hybrid working with 2 days in the office per week
• Social Housing Pension Scheme with up-to 10% employer contribution
• Our Hub: our wellbeing and benefits site, with exclusive access to discounts and savings (at over 800 retailers)
• Salary from £41,562 up-to £46,202 per year depending on experience
• Access to an Employee Assistance Programme