Aftercare Manager

Are you passionate about delivering exceptional customer service and ensuring high-quality standards in new homes? My client is looking for a dedicated Customer Service Manager (CSM) to join their team. This is a key role in ensuring customers have a positive experience from home demonstration through to the end of the Buildmark warranty period.

Key Responsibilities:

Customer Experience & Issue Resolution

• Conduct pre-completion inspections at 1st Fix, Fire Stopping & Final stages.

• Ensure a seamless and positive customer journey, both in their home and the surrounding environment.

• Carry out 2-week and 4-week post-move-in inspections with homeowners.

• Manage the Customer Service inbox, logging and responding to queries promptly.

• Record all customer interactions and issues on COINS, ensuring accurate tracking and reporting.

• Prepare and distribute weekly defect and inspection reports for each site.

• Liaise with NHBC claims departments and attend Section 2 & Section 3 meetings as required.

• Provide feedback to technical and commercial teams regarding defective materials or recurring issues.

Contractor & Team Management

• Allocate work effectively to Customer Service Operatives (CSOs), site teams, and contractors.

• Oversee and evaluate contractor performance, reporting poor outcomes to the Head of Customer Service (HoCS).

• Conduct monthly Health & Safety visits with CSOs.

• Manage scheduling for CSOs and ensure required materials are available for remedial work.

Remediation & Issue Management

• Attend site close-out meetings to resolve outstanding customer issues.

• Ensure timely and effective resolution of defects, keeping customers informed throughout the process.

• Escalate unresolved or poorly handled remediation cases as needed.

• Monitor trends in defects and customer feedback to enhance quality control.

• Promote and follow up on 8-week and 9-month customer satisfaction surveys.

• Handle complaints professionally, following the appropriate escalation procedures.

Cost & Data Management

• Manage costs effectively, processing invoices, purchase orders, and authorising quotes in line with company policies.

• Ensure retention monies collection aligns with financial forecasts.

• Maintain accurate data capture in COINS and comply with GDPR regulations.

• Deputise for the Head of Customer Service when required, including preparing reports and attending meetings.

Health & Safety Compliance

• Ensure all CSOs and contractors adhere to Health & Safety regulations and site-specific requirements.

• Monitor and enforce compliance with Health & Safety policies.

What We're Looking For:

• Experience in customer service management within the construction or housing sector.

• Strong problem-solving skills with a customer-first mindset.

• Excellent communication and interpersonal skills.

• Ability to manage multiple priorities and work effectively under pressure.

• Knowledge of NHBC regulations and Build mark warranty processes is desirable.

• Familiarity with COINS or similar CRM systems is advantageous.

What We Offer:

• Up to £50k+ £6k Car Allowance

• Career growth opportunities within a leading property development company.

• A collaborative and supportive team environment.

• Training and development to enhance your skills and expertise.

If you're ready to take on a rewarding role where you can make a real impact on customer satisfaction and build quality, we'd love to hear from you!

Please note that only candidates with relevant aftercare or defects experience within new home construction will be considered.

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