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
Customer Care Manager in Bournemouth 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 customer service and a focus on quality workmanship, employees enjoy generous benefits such as a competitive pension scheme and 30 days of annual leave, alongside opportunities for professional training and team-building events. Located in the North West of England, Alderley provides a unique chance to be part of a rapidly expanding company dedicated to delivering high-quality residential housing schemes.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Manager in Bournemouth
✨Tip Number 1
Get to know the company inside out! Research Alderley Homes and Partnerships, their values, and recent projects. 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 maybe even a referral, which can really boost your chances of landing that Customer After Care Manager role.
✨Tip Number 3
Prepare for the interview by practising common questions related to customer service and aftercare. Think about how you’d handle tricky situations and be ready to share examples from your past experiences 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 as they make their decision.
We think you need these skills to ace Customer Care Manager in Bournemouth
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Customer After Care Manager role. Highlight your relevant experience in customer service and any specific skills that match the job description, like communication and organisational skills.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for Alderley Homes and Partnerships. Mention your passion for delivering exceptional customer service and how you can contribute to their values.
Showcase Relevant Experience:When detailing your work history, focus on experiences that relate directly to the responsibilities of the role. If you've handled customer issues or worked in construction, make sure to highlight those experiences!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Alderley Group
✨Know Your Stuff
Before the interview, make sure you understand Alderley Homes and Alderley Partnerships inside out. Familiarise yourself with their projects, values, and the specifics of the Customer After Care Manager role. This will help you tailor your answers and show that you're genuinely interested in the company.
✨Showcase Your Communication Skills
As a Customer After Care Manager, communication is key. Prepare examples from your past experiences where you've successfully resolved customer issues or managed relationships. Be ready to demonstrate how you can maintain strong connections with both customers and internal teams.
✨Prepare for Scenario Questions
Expect questions that put you in hypothetical situations related to customer care. Think about how you would handle escalated issues or manage multiple priorities under pressure. Practising these scenarios will help you respond confidently during the interview.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready to ask. This could be about the team dynamics, the challenges they face in aftercare, or how success is measured in this role. It shows your enthusiasm and helps you gauge if the company is the right fit for you.
