Customer Care Manager

Overview

Manage post‑handover customer service and aftercare for residential homes.

Key Responsibilities

• inbox triage
• tool maintenance
• service reviews
• risk compliance
• customer communication
• issue resolution

Tasks

As a Customer After Care Manager, you will take ownership of all post-handover customer service operations, ensuring issues are resolved efficiently, professionally, and to Alderley’s high standards. You will act as the key link between customers, subcontractors, and internal teams, maintaining exceptional communication and ensuring the aftercare experience reflects the quality and values of Alderley Homes and Alderley Partnerships. -Monitor the aftercare inbox, record all incoming queries, triage for emergencies or urgent issues, and allocate work accordingly. -Maintain company tools and equipment, ensuring they are tested, organised, and stored safely. -Conduct weekly customer service review calls with site teams to ensure open issues remain within acceptable levels. -Ensure all post-occupational customer care issues are completed to the required standards and to the agreed timeframes and guidelines. -Attend health and safety and other company meetings, contributing proactively to improvement discussions. -Manage customer expectations through clear communication and by maintaining strong internal and external relationships. -Ensure all works are completed in line with company-specific risk assessments and method statements. -Maintain a polite, professional, and proactive approach at all times, demonstrating knowledge and building customer confidence. -Attend scheduled customer appointments, ensuring works are completed to the satisfaction of the customer and/or Premier Guarantee standards. -Liaise with subcontractors and suppliers to ensure appropriate and timely responses to aftercare requirements. -Promptly and effectively resolve any escalated customer issues, including attending meetings or home visits where required. -Team Events & Days Out: Participate in regular company events that celebrate success and strengthen team culture. -Review job sheets in advance and source required materials for upcoming customer visits.

Requirements

• hand tools
• power tools
• joinery
• decoration
• customer service
• initiative

What You Bring

If you are an experienced and focused Customer After Care Manager looking to contribute to a growing, values-driven business within the residential housing sector, we would love to hear from you. Due to the nature of this role, we are only accepting applications living locally, or within travelling proximity, of the North West of England. Please only apply if this matches your current circumstances, otherwise your application will be dismissed. -Punctual, reliable, and professional in all interactions. -Strong attention to detail and commitment to delivering quality workmanship. -Competent in the use of both hand tools and power tools. -Ability to work on your own initiative and manage multiple priorities under pressure. -Excellent customer service skills, with the ability to handle sensitive or challenging situations confidently. -Experience in relevant trades such as joinery, decoration, plaster patching, or sealant application. -Strong communication and organisational skills.

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Benefits

-Company Pension: Benefit from our company pension scheme (Nest). -Annual Leave: Enjoy 30 days of annual leave (inclusive of bank holidays). -Own vehicle to be kept clean, tidy, and well-maintained. -Supportive Environment: Work in a collaborative and people-focused team committed to excellence. -Professional Growth: Ongoing personal and professional development, with opportunities for training and progression.

About Alderley Group

-Alderley Group has grown into a leading provider of integrated engineering solutions. -The company specializes in delivering end-to-end services across the energy, utilities, and infrastructure sectors. -With a strong presence in both the UK and internationally, Alderley Group supports clients with innovative engineering and technology solutions. -The company’s work spans across the entire lifecycle of projects, including design, development, and ongoing operational support. -The company has a track record of managing complex, high-profile projects from initial concept through to operation. -Standout projects include high-tech infrastructure developments and advanced energy solutions for a variety of industries. -Alderley Group's diverse expertise makes them a key player in delivering future-proof solutions to complex industry challenges.

Sector Specialisms