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- Tasks: Manage and resolve latent defects while ensuring excellent customer care.
- Company: SNG provides affordable homes across London and the South, investing in communities.
- Benefits: Enjoy 25 days holiday, a generous pension scheme, and flexible working options.
- Why this job: Join a diverse team making a real impact in housing and community development.
- Qualifications: Experience in defect management, strong communication skills, and attention to detail required.
- Other info: This role offers a blend of office and home working for better work/life balance.
The predicted salary is between 36000 - 60000 £ per year.
Overview
This role will be responsible for providing an exceptional customer care service for the investigation and resolution of latent defects raised outside of the DLP. The Latent Defects Manager will liaise effectively with all internal and external stakeholders to ensure that the correct diagnosis of issues is determined, and a fair outcome is achieved for all parties, maintaining an excellent customer experience throughout. Assist in the management and resolution of latent defects in accordance with SNG\’s procedures, including liaising with residents and internal teams, conducting surveys and reporting on findings, liaising with consultants and specialist investigators to identify the problem and agree remedies, liaising with contractors and residents and managing the remedial process to completion.
Responsibilities
- Provide detailed reports providing evidence to pursue developers and/or warranty claims under their contractual obligations, or to support internal teams to devise a programme of remedial works where a claim is not valid
- Assist in the review of new schemes\’ designs and specifications and prepare reports, identifying potential quality, design and specification issues.
- Provide feedback to internal teams on defect themes and trends, proposing solutions to common concerns to reduce repeat issues, reduce costs and help shape future design and specification
- Monitor Contractors and relevant Consultants to ensure that jobs are completed in line with agreed timescales.
- Manage internal and external stakeholder needs and expectations to deliver an excellent service.
- Assisting residents and colleagues with accurate defect diagnosis, to ensure the appropriate action is taken and the contractual obligations of the development contractors are upheld.
- Ensure customer satisfaction, defect and quality targets are met through effective communication with both internal and external stakeholders. Have an understanding of building warranties, contracts and how they differ between projects to understand and communicate the level of service to be provide
- Customer-focused mindset with a passion for delivering exceptional service
- Strong attention to detail and commitment to quality
- Construction technology and building pathology knowledge with experience of managing different forms of defects/repairs
- Able to interpret drawings, specifications and other building contract documentation
- Good negotiation skills
- Excellent time management and ability to work efficiently and effectively under pressure
- Proactive in problem solving
- Strong report writing skills, tailored to the end user
- Proficient in the use of the Microsoft Office package especially Word, Excel, Outlook etc. You\’ll be based from our office in Bristol . This role will combine office and home working to ensure a positive work/life balance.
Qualifications
- Strong report writing skills, tailored to the end user
- Proficient in the use of the Microsoft Office package especially Word, Excel, Outlook etc. You\’ll be based from our office in Bristol . This role will combine office and home working to ensure a positive work/life balance.
About SNG
It\’s an exciting time to be a part of the team as Sovereign have joined forces with Network Homes to form SNG (Sovereign Network Group). Together we provide over 84,000 homes and invest in communities across London and the South of England. Our purpose is to provide good affordable homes in thriving communities that people love for generations.
- 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
- A chance to buy or sell holiday as part of our flexible benefits package
- A generous pension scheme matching up to 12%
- Life cover as soon as you join us
- You will be a part of our Recognition scheme where you can be gifted retail vouchers
At Sovereign Network Group, we are passionate about inclusion for all and creating a workplace where everyone can thrive. We are committed to our Equality Diversity and Inclusion strategy and believe that you can truly be yourself at SNG. If you would like the opportunity to make a real impact within our changing and growing organisation, we would love to hear from you!
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Latent Defects Manager employer: SNG (Formerly Sovereign)
Contact Detail:
SNG (Formerly Sovereign) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Latent Defects Manager
✨Tip Number 1
Familiarise yourself with the common latent defects in construction and how they are typically resolved. This knowledge will help you engage in meaningful conversations with stakeholders and demonstrate your expertise during interviews.
✨Tip Number 2
Network with professionals in the construction and property management sectors. Attend industry events or join relevant online forums to connect with others who may provide insights or referrals for the Latent Defects Manager role.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully managed defects or customer complaints in the past. Highlight your problem-solving skills and ability to maintain a positive customer experience, as these are crucial for this role.
✨Tip Number 4
Research SNG's values and recent projects to understand their approach to customer care and defect management. Tailoring your conversation to align with their mission can set you apart from other candidates.
We think you need these skills to ace Latent Defects Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in managing latent defects, customer care, and stakeholder communication. Use specific examples that demonstrate your problem-solving skills and attention to detail.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your understanding of building warranties and contracts. Mention how your background aligns with the responsibilities outlined in the job description.
Showcase Report Writing Skills: Since strong report writing skills are essential for this role, consider including a brief example of a report you've written in the past. This could be a summary of a defect investigation or a resolution process.
Highlight Relevant Software Proficiency: Mention your proficiency in Microsoft Office applications, especially if you have experience using them for reporting or project management. This will show that you are well-equipped for the administrative aspects of the role.
How to prepare for a job interview at SNG (Formerly Sovereign)
✨Understand the Role Thoroughly
Before the interview, make sure you have a solid grasp of what the Latent Defects Manager role entails. Familiarise yourself with the responsibilities listed in the job description, such as managing defects and liaising with stakeholders. This will help you articulate how your skills align with the position.
✨Showcase Your Customer Care Skills
Since this role emphasises exceptional customer care, prepare examples from your past experiences where you successfully resolved issues or improved customer satisfaction. Highlight your ability to communicate effectively and maintain a positive experience for all parties involved.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss specific instances where you identified problems and proposed effective solutions. The interviewers will be looking for your proactive approach to problem-solving, especially in relation to defect diagnosis and management.
✨Prepare for Technical Questions
Given the technical nature of the role, brush up on your knowledge of construction technology, building pathology, and relevant contractual documents. Be prepared to answer questions that assess your understanding of these areas, as well as your report writing skills.
