Aftercare Manager - SNG (Sovereign Network Group) : Job Details

Are you a driven Manager with a passion for providing excellent customer service? 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. This role will combine office and home working to ensure a positive work/life balance.

About SNG

It's an exciting time to be a part of the team as Sovereign have joined forces with Network Homes to form SNG (Sovereign Network Group). Together we provide over 84,000 homes and invest in communities across London and the South of England. Our purpose is to provide good affordable homes in thriving communities that people love for generations.

The Role

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.

Responsibilities include

• Take the lead responsibility for managing customers after they move into their new homes and for the first year after occupation
• Review residents' manuals and other information required by customers and carry out home demonstrations with homeowners
• Provide regular updates and communicate with customers and other relevant stakeholders
• Create and maintain accurate customer contact details, individual plot files and technical files on all aspects of the aftercare service
• Take ownership of more complex defects, instructing investigations and agreeing remedial works required to rectify the defect, until a satisfactory solution is achieved
• Manage the organisation and completion of end of defects inspections. Attend all on-site inspections and coordinate the works required until completion and the certificate of making good defects is issued

What we need from you

• A strong commitment to the principles of excellent aftercare service for customers
• Understanding of building warranties, contracts and how they differ between projects to understand and communicate the level of service to be provided
• Customer-focused mindset with a passion for delivering exceptional service
• Good written, I.T skills across Microsoft Office and oral communication skills, as well as numerical skills 
• Able to meet deadlines and plan and deliver a complex and varied workload
• Ability to validate information, diagnose defects and demonstrate attention to detail
• A flexible approach is needed to meet business needs with occasional weekend or evening working, when this is required

What we can offer

• Hybrid, flexible working
• 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
• A chance to buy or sell holiday as part of our flexible benefits package
• A generous pension scheme matching up to 12%
• Life cover as soon as you join us
• You will be a part of our Recognition scheme where you can be gifted retail vouchers

At Sovereign Network Group, we are passionate about inclusion for all and creating a workplace where everyone can thrive. We are committed to our Equality Diversity and Inclusion strategy and believe that you can truly be yourself at SNG.

If you would like the opportunity to make a real impact within our changing and growing organisation, we would love to hear from you!