At a Glance
- Tasks: Lead post-handover customer service, ensuring smooth communication and issue resolution.
- Company: Join Alderley Group, an award-winning UK development company focused on quality housing.
- Benefits: Enjoy 30 days annual leave, a pension scheme, and opportunities for professional growth.
- Other info: Participate in team events and contribute to a collaborative culture.
- Why this job: Make a real difference in homeowners' lives while working in a supportive team environment.
- Qualifications: Strong customer service skills and experience in relevant trades required.
The predicted salary is between 36000 - 60000 £ per year.
Company Overview
Alderley Homes and Alderley Partnerships are divisions of Alderley Group - an award-winning, rapidly expanding UK development company delivering high-quality residential housing schemes across the North of England. Alderley Partnerships operates as our in-house construction team, delivering new-build affordable and partnership housing under JCT D&B contracts. Alderley Homes, meanwhile, focuses on delivering exceptional private homes that combine modern specification with timeless design.
We are seeking a Customer After Care Manager to join our Construction team, based at our Regional Office in the North West. This role offers an exciting opportunity to lead and manage the aftercare process across both divisions, ensuring a seamless experience for homeowners post-handover.
Due to the nature of this role, we are only accepting applications living locally, or within travelling proximity, of the North West of England. Please only apply if this matches your current circumstances, otherwise your application will be dismissed.
Hours: 8.00am – 5.00pm
Salary: Dependent on experience
Department: Construction
Reports to: Construction Director
Location: Regional Office
About the Role
As a Customer After Care Manager, you will take ownership of all post-handover customer service operations, ensuring issues are resolved efficiently, professionally, and to Alderley’s high standards. You will act as the key link between customers, subcontractors, and internal teams, maintaining exceptional communication and ensuring the aftercare experience reflects the quality and values of Alderley Homes and Alderley Partnerships.
Main Duties and Responsibilities
- Monitor the aftercare inbox, record all incoming queries, triage for emergencies or urgent issues, and allocate work accordingly.
- Promptly and effectively resolve any escalated customer issues, including attending meetings or home visits where required.
- Conduct weekly customer service review calls with site teams to ensure open issues remain within acceptable levels.
- Ensure all post-occupational customer care issues are completed to the required standards and to the agreed timeframes and guidelines.
- Manage customer expectations through clear communication and by maintaining strong internal and external relationships.
- Liaise with subcontractors and suppliers to ensure appropriate and timely responses to aftercare requirements.
- Attend scheduled customer appointments, ensuring works are completed to the satisfaction of the customer and/or Premier Guarantee standards.
- Review job sheets in advance and source required materials for upcoming customer visits.
- Ensure all works are completed in line with company-specific risk assessments and method statements.
- Maintain a polite, professional, and proactive approach at all times, demonstrating knowledge and building customer confidence.
- Maintain company tools and equipment, ensuring they are tested, organised, and stored safely.
- Own vehicle to be kept clean, tidy, and well-maintained.
- Attend health and safety and other company meetings, contributing proactively to improvement discussions.
Requirements
- Excellent customer service skills, with the ability to handle sensitive or challenging situations confidently.
- Strong communication and organisational skills.
- Ability to work on your own initiative and manage multiple priorities under pressure.
- Experience in relevant trades such as joinery, decoration, plaster patching, or sealant application.
- Competent in the use of both hand tools and power tools.
- Strong attention to detail and commitment to delivering quality workmanship.
- Punctual, reliable, and professional in all interactions.
Why Join Us?
- Company Pension: Benefit from our company pension scheme (Nest).
- Annual Leave: Enjoy 30 days of annual leave (inclusive of bank holidays).
- Professional Growth: Ongoing personal and professional development, with opportunities for training and progression.
- Supportive Environment: Work in a collaborative and people-focused team committed to excellence.
- Team Events & Days Out: Participate in regular company events that celebrate success and strengthen team culture.
If you are an experienced and focused Customer After Care Manager looking to contribute to a growing, values-driven business within the residential housing sector, we would love to hear from you. Please send your CV and cover letter to emma.knight@alderley-partnerships.com
Locations
Customer Care Manager in Cheshire, Warrington employer: Alderley Group
Alderley Group is an exceptional employer, offering a supportive and collaborative work environment that prioritises employee growth and development. With a commitment to excellence in the residential housing sector, employees enjoy generous benefits such as a company pension scheme, 30 days of annual leave, and opportunities for professional training. Located in the North West of England, the company fosters a strong team culture through regular events and a focus on maintaining high standards in customer care.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Manager in Cheshire, Warrington
✨Tip Number 1
Get to know the company inside out! Research Alderley Homes and Alderley Partnerships, their projects, and values. This way, when you chat with them, you can show off your knowledge and passion for what they do.
✨Tip Number 2
Network like a pro! Connect with current or former employees on LinkedIn. A friendly chat can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by practising common questions related to customer care and construction. Think about how your experience aligns with the role and be ready to share specific examples that highlight your skills.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar!
We think you need these skills to ace Customer Care Manager in Cheshire, Warrington
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Customer After Care Manager role. Highlight any relevant customer service experience and your ability to handle challenging situations, as these are key for us.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re passionate about aftercare and how your background aligns with Alderley’s values. We want to see your personality come through!
Showcase Your Communication Skills:Since this role involves liaising with customers and subcontractors, make sure to demonstrate your strong communication skills in your application. We love candidates who can convey information clearly and professionally.
Apply Through Our Website:We encourage you to apply directly through our website for a smoother process. It helps us keep track of applications better and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Alderley Group
✨Know the Company Inside Out
Before your interview, take some time to research Alderley Homes and Alderley Partnerships. Understand their values, recent projects, and what sets them apart in the housing sector. This knowledge will help you tailor your answers and show that you're genuinely interested in the role.
✨Prepare for Customer Scenarios
As a Customer After Care Manager, you'll need to handle various customer situations. Think of examples from your past experience where you've successfully resolved issues or improved customer satisfaction. Be ready to discuss these scenarios during the interview to demonstrate your problem-solving skills.
✨Showcase Your Communication Skills
Strong communication is key in this role. Practice articulating your thoughts clearly and confidently. You might even want to prepare a few questions to ask the interviewer about their customer care processes, which shows your proactive approach and interest in effective communication.
✨Highlight Relevant Experience
Make sure to emphasise any relevant trades experience you have, such as joinery or decoration. Discuss how this background equips you to understand the technical aspects of aftercare and how it can enhance your ability to manage customer expectations effectively.
