Hybrid Aftercare Manager

at Incommunities

• Job title: Aftercare Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: £41,562 - £46,202 per year
• Degree requirement: No Education Requirement
• Tech skills: Go
• Location requirements: Hybrid, Bradford, United Kingdom

About the role

• Aftercare Manager overseeing customer experience and support operations for social housing provider in Bradford. Leading department initiatives to ensure excellent service post-move-in.

Responsibilities

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

Requirements

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

Benefits

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