Aftercare Manager - New homes

Overview

Manage aftercare services, defects and customer support for new homes

Key Responsibilities

• defect management
• site inspections
• customer communication
• file maintenance
• team coaching
• aftercare service

Tasks

The role will be responsible for providing an exceptional aftercare service efficiently and effectively for internal and external stakeholders through the management and resolution of defects for the portfolio of SNG projects in-defects, managing customer calls, claims, resolutions, defect inspections and stakeholder relationships. -Taking ownership of more complex defects, instructing investigations and agreeing remedial works required to rectify the defect, until a satisfactory solution is achieved -Attending all on-site inspections and coordinate the works required until completion and the certificate of making good defects is issued -Providing regular updates and communicate with customers and other relevant stakeholders -Reviewing residents' manuals and other information required by customers and carry out home demonstrations with homeowners -Managing and coaching team members -Taking the lead responsibility for managing customers after they move into their new homes and for the first year after occupation -Managing organisation and completion of end of defects inspections. -Creating and maintaining accurate customer contact details, individual plot files and technical files on all aspects of the aftercare service

Requirements

• microsoft office
• aftercare service
• building warranties
• contracts
• deadline driven
• flexible

What You Bring

We have a fantastic opportunity as an Aftercare Manager, within our Built Environment Directorate, on a permanent basis. You'll be based from our office in Exeter and covering the surrounding area. This role will combine office and home working to ensure a positive work/life balance. -Good written, I.T skills across Microsoft Office and oral communication skills, as well as numerical skills -Ability to validate information, diagnose defects and demonstrate attention to detail -A strong commitment and proven experience of excellent aftercare service for customers within the new homes sector -Understanding of building warranties, contracts and how they differ between projects to understand and communicate the level of service to be provided -Able to meet deadlines and plan and deliver a complex and varied workload -A flexible approach is needed to meet business needs with occasional weekend or evening working, when this is required

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Benefits

If you would like the opportunity to make a real impact within our changing and growing organisation, we would love to hear from you! -x3 plaid wellness days per annum -A chance to buy or sell holiday as part of our flexible benefits package -A generous pension scheme matching up to 12% -25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days) -Hybrid, flexible working -You will be a part of our Recognition scheme where you can be gifted retail vouchers -Life cover as soon as you join us

About Sng (Sovereign Network Group)

-Born from a merger of two housing associations, Sovereign and Network Homes. -Today it manages homes and serves residents across London and southern England, crafting places where families thrive. -SNG plans homes over the coming decade with significant finance deals. -By early 2025 it reported strong financial health. -Its typical projects include building affordable homes, regenerating brownfield sites, retrofitting existing properties, and partnering on shared-ownership schemes. -SNG combines regional teams—covering local housing services—with central expertise in customer engagement, development, finance, and sustainability. -SNG maintains credit ratings across major agencies. -Its ‘Homes and Place Standard’ ensures new and existing homes meet high design, quality and net-zero readiness benchmarks.

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