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.

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

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