Aftercare Manager in London

Founded in 1978, Clark Contracts is a privately owned main contractor with several operating divisions; Construction, Fit Out, Refurbishment, Housing, and Maintenance. We employ over 280 people with offices in the East and West of Scotland.

We are seeking a proactive and highly organised Aftercare Manager to oversee the post-completion phase of our construction projects. This role is key to maintaining our reputation for quality and responsiveness.

• You will actively participate in the Customers 1st Campaign operated throughout the company, designed to continually improve customer interactions.
• Conduct site visits to live contracts for internal handovers of contact details, including attending handover meetings as an introduction to client/end users.
• Meet with the client & contracts manager at MGD Meeting / Joint Inspection to agree on necessary actions over an agreed period.
• Prepare, issue and manage the programme of end year defect list through to completion, achieving the MGD Certificate and final release of retention monies.
• Implement the aftercare process when notifying sub-contractors.
• Conduct site visits to historic projects to ensure client satisfaction and identify any potential issues.
• Manage the warranty process, ensuring that any defects or issues covered under warranty are resolved promptly.
• Maintain detailed records of all aftercare activities, including client communications, defect reports, and resolution actions.
• Ensure compliance with building codes, regulations, and industry standards during aftercare activities.
• Address client concerns professionally and efficiently to uphold a positive reputation.
• Conduct and analyse satisfaction surveys to evaluate client satisfaction with the completed project and aftercare services.
• Implement cost-effective solutions for defect rectification and client support.
• Prepare financial reports for aftercare services, ensuring accurate billing for additional work.

• Proven experience in an Aftercare, Customer Care, or Defects Management role within the construction industry.
• Strong understanding of the defect’s liability process and post-completion procedures.
• Excellent organisational skills with the ability to manage multiple sites, clients, and priorities simultaneously.
• Confident communicator with strong interpersonal skills, capable of liaising with clients, subcontractors, and internal teams effectively.
• A proactive and problem-solving mindset with a focus on delivering timely and high-quality resolutions.
• Good knowledge of UK construction practices, standards, and health & safety regulations.
• Proficiency in Microsoft Office Suite (Outlook, Excel, Word) software is desirable.

At Clark Contracts Ltd, we offer more than just a job. We are committed to investing in our employees and providing opportunities for personal and professional growth. In addition to a competitive salary (negotiable based on experience), you will benefit from:

• 33 days annual leave entitlement (inclusive of 8 public holidays), with the option to purchase additional holidays.
• Career progression opportunities.
• Ongoing training and development.
• Contributory personal pension scheme.
• Access to the company’s Employee Assistance Programme which includes support for both you and your family (conditions apply) as well as a team of Mental Health First Aiders.
• Cycle to Work Scheme.
• Group Life Assurance.
• Critical Illness Income Protection.
• Company Sick Pay.
• Enhanced Paternity and Maternity Pay.
• Additional holidays for long service.

This is a full-time, permanent position. We are an equal opportunities employer and welcome applications from all suitably qualified candidates. Candidates who apply for this role will have their data stored for the purposes of the recruitment process. The storage of your data complies with The General Data Protection Regulation. Full details of what is stored and how can be found in our Recruitment Privacy Notice.