Aftercare Manager

We are seeking an experienced Aftercare Manager to join us, leading the service to ensure our customers receive excellent support after moving into their new homes. In this key role, you will take ownership of the aftercare budget, handle escalated complaints with professionalism and drive performance through accurate reporting, process improvements and customer-focused initiatives.

About us: We are a social housing landlord and one of the largest housing providers in the region with over 22,000 social and affordable homes, mainly in the Bradford district. We employ a talented workforce of nearly 1,000 people. Last year we launched our five-year Corporate Strategy, which runs to 2029. Our purpose is to provide high quality homes, services, and support to our customers, so we have worked with colleagues and customers to find out what is important to them. Our customers sit at the heart of what we do, and our colleagues are the people who will help us achieve our vision, which is to create the best customer experience to improve everyday lives.

Duties include:

• Lead and manage the Aftercare department, ensuring effective and efficient operations.
• Oversee and manage the aftercare process to ensure an excellent customer experience after move-in.
• Go through the defects, warranties, and repair timelines with customers and manage their expectations.
• Budget management, ensuring all spend is accurate and justified.
• Manage complaints and be the main point of contact when these are escalated within the Development team.
• Log, track and co-ordinate reported defects within the DLP, maintaining accurate records of all interactions on relevant systems.
• Work closely with contractors organising meetings to ensure defects are being properly managed.
• Produce regular reports on aftercare performance, defect trends, and recurring issues.
• Report and monitor key performance indicators such as response times, resolution times, and customer satisfaction.
• Contribute to initiatives that improve customer experience and reduce warranty claims.
• Keep up with the latest industry changes and legislation.
• Implement new systems within the department and embed the processes.
• Conduct inspections on newly constructed properties to quality check these ensuring good property marketing.
• Conduct home visits to assess, review and discuss defects or complaints made by customers in more detail and bring them to a satisfactory resolution.

Requirements:

• Knowledge of NHBC standards and warranty provider requirements.
• Strong knowledge of new-build housing construction, materials, and defects.
• Excellent communication and conflict-resolution skills.
• Customer-focused with a professional manner.
• Ability to manage contractors and hold them accountable for quality and timeliness.
• Good IT skills (CRM systems, MS Office, snagging/defects software).
• Strong organisational skills, able to manage multiple cases simultaneously.
• People management skills and experience with the ability to develop a team.
• Full driving licence and access to own vehicle.

Salary from £43,017 up to £47,819, per year depending on experience.

Benefits include:

• Social Housing Pension Scheme with up to 10% employer contribution.
• 28 days annual leave that increases with service plus bank holidays.
• Option to buy and sell annual leave.
• Training, development, and qualification opportunities.
• Our Hub: our wellbeing and benefits site, with exclusive access to discounts and savings (at over 800 retailers).
• Hybrid working with 2 days in the office per week.
• Access to an Employee Assistance Programme.
• Cycle to work scheme.
• Local gym membership discounts.
• A team of trained Mental Health First Aiders who are available for colleagues to contact for support.

Join Our Team! We are looking for great people to join us! At Incommunities, we are committed to creating a workplace where everyone feels valued, included, and supported. We actively welcome applicants from all backgrounds, abilities, and experiences—because we know that diverse perspectives make us stronger. Based in Bradford, a city known for its rich cultural diversity, we serve vibrant communities. As a social housing provider, we are passionate about making a real difference by providing safe, affordable homes and improving lives. Our recruitment process is designed to support you every step of the way. If you need any adjustments or assistance, just let us know. We are proud to be a Mindful Employer, committed to mental health and wellbeing. We also hold the ‘Committed Menopause Friendly Accreditation, recognising the importance of support in the workplace. Ready to make an impact? Come work with us!