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- Tasks: Lead the aftercare function, ensuring customer satisfaction and operational excellence.
- Company: SNG is a dynamic organisation providing quality affordable homes across London and the South of England.
- Benefits: Enjoy 25 days holiday, flexible benefits, generous pension scheme, and wellbeing discounts.
- Why this job: Make a real impact in a growing company while championing quality and customer care.
- Qualifications: Leadership experience in Aftercare or Customer Experience within residential construction is essential.
- Other info: Hybrid working options available for a positive work/life balance.
The predicted salary is between 30000 - 42000 ÂŁ per year.
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SNG (Sovereign Network Group) provided pay range
This range is provided by SNG (Sovereign Network Group). Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
It\’s an exciting time to join us 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, to provide quality affordable homes and places that people love for generations.
We have an opportunity for a Head of Aftercare to join us. You\’ll be based from either our Newbury or Basingstoke offices combining office and home working to ensure a positive work/life balance.
What you\’ll be doing
This role is a key leadership role responsible for the strategic direction, performance, and continuous improvement of the aftercare function across a defined regional portfolio of newly built homes.
With full accountability for customer satisfaction throughout the warranty period, this role is pivotal in safeguarding the brand reputation, ensuring regulatory compliance, and driving operational excellence in the resolution of defects and customer concerns.
Responsibilities include:
• Ensure customer issues are resolved efficiently and professionally, meeting internal service standards and warranty requirements.
• Act as a senior escalation point for complex or high-profile cases, ensuring positive outcomes for customers and the business. Carry out visits and inspections across SNG’s operating area as necessary.
• Track and report on key performance indicators such as defect resolution times, customer satisfaction, net promoter scores and cost control, providing statistics and trends to the Aftercare Director and leadership team with clear improvement plans to support these where required.
• Collaborate with internal stakeholders including Customer Experience, Localities, Resolutions, Development and Sales, to improve handover quality and reduce recurring issues.
• Manage external stakeholder relationships with developers, contractors and Employer’s Agents, ensuring quality workmanship, strong service levels, and value for money.
• Champion a culture of accountability, quality, and continuous improvement across the Aftercare function.
What we need from you
This is a senior role that requires a forward-thinking leader with a deep understanding of residential construction, exceptional customer focus , and the commercial acumen to lead cross-functional collaboration, influence policy, and improve long-term build quality through effective feedback loops.
- Leadership experience in Aftercare, Customer Experience, or Construction within
- the new build residential sector.
- Strong understanding of new home build processes, typical post completion issues, and warranty obligations.
- Track record of driving team performance, customer satisfaction, and process improvements at a senior level.
- Excellent communication and problem-solving skills, with the ability to build trust with customers, teams, and stakeholders.
- Commercial awareness and experience managing budgets and contractor relationships.
What can SNG offer you?
We have some great benefits at SNG, including:
- 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
- Chance to buy or sell holiday as part of our flexible benefits package
- Generous matched pension scheme up to 12% and Life cover at 4x salary
- Options for private medical insurance, dental insurance and critical illness cover
- Wellbeing discounts, including Gym Memberships and access to a 24/7 virtual GP service
If you would like the opportunity to make a real impact within our changing and growing organisation, we would love to hear from you!
Seniority level
-
Seniority level
Mid-Senior level
Employment type
-
Employment type
Full-time
Job function
-
Job function
Customer Service
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Head of Aftercare employer: SNG (Sovereign Network Group)
Contact Detail:
SNG (Sovereign Network Group) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Aftercare
✨Tip Number 1
Familiarise yourself with the latest trends in residential construction and aftercare services. Understanding current challenges and innovations in the sector will help you engage in meaningful conversations during interviews.
✨Tip Number 2
Network with professionals in the aftercare and construction sectors. Attend industry events or join relevant online forums to connect with potential colleagues and learn more about SNG's culture and values.
✨Tip Number 3
Prepare to discuss specific examples of how you've improved customer satisfaction and resolved complex issues in your previous roles. Highlighting your problem-solving skills will demonstrate your fit for the Head of Aftercare position.
✨Tip Number 4
Research SNG’s recent projects and community initiatives. Showing that you understand their mission and values will set you apart and demonstrate your genuine interest in contributing to their goals.
We think you need these skills to ace Head of Aftercare
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in aftercare, customer service, and residential construction. Use specific examples that demonstrate your leadership skills and ability to resolve customer issues effectively.
Craft a Compelling Cover Letter: In your cover letter, express your passion for the role and the company. Discuss how your background aligns with SNG's mission of providing quality affordable homes and how you can contribute to their aftercare function.
Highlight Key Achievements: When detailing your work history, focus on quantifiable achievements such as improvements in customer satisfaction scores or successful management of defect resolution processes. This will showcase your impact in previous roles.
Prepare for Potential Questions: Think about common interview questions related to aftercare and customer service. Be ready to discuss your approach to handling complex cases and how you foster collaboration among teams to improve service delivery.
How to prepare for a job interview at SNG (Sovereign Network Group)
✨Understand the Role Thoroughly
Before your interview, make sure you have a deep understanding of the Head of Aftercare role. Familiarise yourself with the responsibilities and expectations outlined in the job description, especially around customer satisfaction and defect resolution.
✨Showcase Your Leadership Experience
Be prepared to discuss your previous leadership roles, particularly in Aftercare or Customer Experience. Highlight specific examples where you successfully managed teams, improved processes, or resolved complex customer issues.
✨Demonstrate Problem-Solving Skills
During the interview, be ready to provide examples of how you've tackled challenges in the past. Discuss your approach to resolving customer concerns and how you ensure quality workmanship from contractors.
✨Prepare Questions for the Interviewers
Have a list of insightful questions ready to ask your interviewers. This could include inquiries about the company's culture, their approach to aftercare, or how they measure success in this role. It shows your genuine interest in the position and the organisation.
