Aftercare Manager

Aftercare Manager - Interim Contract - Hybrid Working

Rate: 31.83 per hour Umbrella
Duration: 5 Months

About the Role:
A leading housing association is looking for an Aftercare Manager to join their team and oversee the division. This interim role is crucial in maintaining high standards of service during the post-handover period for new homes, ensuring a seamless experience for residents during the defect warranty phase. You'll lead the Customer Care team to manage defect issues effectively, while liaising with internal teams and contractors to ensure that homes meet quality standards.

Key Responsibilities:
- Lead and manage the Customer Care & Quality team, ensuring KPIs and service standards are met.
- Collaborate with delivery teams to resolve defects efficiently, maintaining open communication with all stakeholders.
- Oversee handover and snagging standards to ensure a high quality of completed homes for new residents.
- Implement efficient defect management systems, handling customer queries and escalations with professionalism.
- Produce and analyse performance reports to drive continuous improvements in customer experience.
- Address and resolve customer complaints promptly, adhering to company policies.
- Manage budgets related to defect rectifications, including any necessary compensation or goodwill gestures.

What We're Looking For:
- Proven experience in customer care, ideally within housing or a customer-focused organization.
- Strong leadership skills with the ability to motivate and develop a high-performing team.
- Familiarity with new-build properties, snagging, and managing post-handover processes.
- Experience in working with delivery teams and external contractors to ensure timely resolution of defects.
- Excellent communication skills, both written and verbal, and a customer-centric approach.

Preferred Qualifications:
- Experience in shared ownership or working with CRM systems.
- Familiarity with the practical completion and property handover process.