At a Glance
- Tasks: Lead aftercare service for new homeowners, managing defects and customer relationships.
- Company: Sovereign Network Group, committed to inclusion and employee wellbeing.
- Benefits: 25 days holiday, flexible benefits, generous pension scheme, and wellbeing discounts.
- Other info: Dynamic role with opportunities for personal growth and development.
- Why this job: Make a real difference in customers' lives by ensuring their homes are perfect.
- Qualifications: Experience in customer service, defect resolution, and strong communication skills.
The predicted salary is between 45000 - 45000 £ per year.
Salary: £37,000.00 - £45,000.00 Per year
Are you a driven Manager with a passion for providing excellent customer service? Do you have experience of defect resolution and building warranties? We have a fantastic opportunity for an Aftercare Manager to join us based from our Wembley office.
The Role
The role will be responsible for providing an exceptional aftercare service efficiently and effectively for internal and external stakeholders through the management and resolution of defects for the portfolio of SNG projects in-defects, managing customer calls, claims, resolutions, defect inspections and stakeholder relationships.
Responsibilities include:
- Take the lead responsibility for managing customers after they move into their new homes and for the first year after occupation.
- Review residents' manuals and other information required by customers and carry out home demonstrations with homeowners.
- Provide regular updates and communicate with customers and other relevant stakeholders.
- Create and maintain accurate customer contact details, individual plot files and technical files on all aspects of the aftercare service.
- Take ownership of more complex defects, instructing investigations and agreeing remedial works required to rectify the defect, until a satisfactory solution is achieved.
- Manage the organisation and completion of end of defects inspections. Attend all on-site inspections and coordinate the works required until completion and the certificate of making good defects is issued.
What we need from you:
- A strong commitment to the principles of excellent aftercare service for customers.
- Understanding of building warranties, contracts and how they differ between projects to understand and communicate the level of service to be provided.
- Customer-focused mindset with a passion for delivering exceptional service.
- Good written, I.T skills across Microsoft Office and oral communication skills, as well as numerical skills.
- Able to meet deadlines and plan and deliver a complex and varied workload.
- Ability to validate information, diagnose defects and demonstrate attention to detail.
- A flexible approach is needed to meet business needs with occasional weekend or evening working, when this is required.
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.
- 3 additional wellbeing days and 2 paid volunteering days.
- Generous matched pension scheme up to 12% and Life cover at 4x salary.
- Enhanced maternity/paternity/adoption pay.
- 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.
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.
Please note a Basic DBS check will be undertaken for the successful candidate.
Aftercare Manager in Wembley employer: SNG (Sovereign Network Group)
At Sovereign Network Group, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work culture that prioritises employee wellbeing and growth. Based in Wembley, our Aftercare Manager role provides a unique opportunity to engage with customers and stakeholders while enjoying generous benefits such as 25 days of holiday, a matched pension scheme, and additional wellbeing days. We are committed to fostering a diverse environment where every team member can thrive and contribute to our mission of delivering outstanding aftercare service.
Contact Details:
SNG (Sovereign Network Group) Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Aftercare Manager in Wembley
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SNG (Sovereign Network Group). Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like SNG (Sovereign Network Group) before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Aftercare Manager in Wembley
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to SNG (Sovereign Network Group):Your cover letter is your chance to shine! Tell us why you want to work at SNG (Sovereign Network Group) specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at SNG (Sovereign Network Group)!
How to prepare for a job interview at SNG (Sovereign Network Group)
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
