JOB OVERVIEW

We are seeking a highly organised and customer-focused Aftersales Manager to oversee the aftercare and service function of our kitchen installation projects. This role is key in ensuring customer satisfaction once installations are complete, by managing queries, resolving issues efficiently, and maintaining strong communication between customers, installers, and internal teams.
The Aftersales Manager will take ownership of all post-installation matters, from snagging lists and remedial works to warranty claims and service requests. You will work closely with the installation team to ensure that all works meet company standards and that any issues are resolved promptly and professionally.
This is a fast-paced, customer-facing role that requires excellent problem-solving skills, strong technical knowledge of kitchen products and installation processes, and the ability to manage multiple cases simultaneously. The successful candidate will combine a hands-on, practical approach with a professional, empathetic manner to deliver an exceptional customer experience.

REQUIREMENTS

• Previous experience in a customer service, aftersales, or installation management role (kitchen, bathroom, or similar home improvement industry preferred).
• Strong understanding of kitchen products, installation processes, and common remedial requirements.
• Excellent communication, negotiation, and conflict resolution skills.
• Highly organised with strong attention to detail and ability to manage multiple cases at once.
• Problem-solving mindset with the ability to balance customer expectations and company policies.
• IT literate with experience using CRM or case management systems.
• Full UK driving licence (site visits may be required).
  Job Types: Full-time, Permanent
  Pay: Up to £30,000.00 per year
  Work Location: In perso

• Act as the primary point of contact for customers following installation, handling queries and complaints effectively.
• Manage all aftersales cases, including snagging issues, remedial works, replacements, and warranty claims.
• Liaise with installation teams, suppliers, and subcontractors to arrange timely resolution of issues.
• Conduct inspections and quality checks where required to ensure installation standards are met.
• Maintain accurate records of aftersales activity, costs, and resolutions.
• Monitor recurring issues to identify training needs or improvements in processes.
• Ensure customer satisfaction is maintained while protecting the company’s commercial interests.
• Report regularly to senior management on aftersales performance, trends, and KPIs.