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For Companies At a Glance
- Tasks: Lead a team ensuring top-notch customer service for new homeowners.
- Company: Join SNG, a dynamic partnership providing affordable homes across London and the South.
- Benefits: Enjoy hybrid working, 25 days holiday, generous pension, and life cover.
- Why this job: Make a real impact in a supportive culture focused on community and continuous improvement.
- Qualifications: Experience in customer care, team leadership, and knowledge of new-build processes required.
- Other info: Embrace a workplace committed to diversity and inclusion.
The predicted salary is between 36000 - 60000 £ per year.
Are you a driven Manager with a passion for providing excellent customer service? We have a fantastic opportunity as an Aftercare Team Manager, within our Built Environment Directorate, on a permanent basis.
You\’ll be based from either of our offices in Basingstoke or 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.
The Role
You will be responsible for managing a team of Aftercare Coordinators who support homeowners after they have moved into their new-build properties. Oversee the day-to-day running of the team, ensuring defects and customer concerns are handled efficiently, professionally, and in line with company standards and warranty obligations.
This is a key management role within the Aftercare function, requiring excellent communication, organisational, and people management skills. As the link between the Aftercare Director and the team, the role will support performance, encourage continuous improvement, and help deliver a first-class customer experience
Responsibilities include
- Manage the Aftercare Coordinators team with a focus on articulating a clear vision, providing direction, and fostering a culture of accountability, high performance, and continuous improvement
- Monitor workloads and ensure all reported defects and customer queries are logged, assigned, and progressed in line with service level agreements
- Manage expectations of customers from the point of occupation through to the end of defects inspection, ensuring effective and ongoing communication is always maintained
- Coordinate the end of defects inspections with all relevant stakeholders and ensure outstanding items are chased up and resolved satisfactorily
- Continuously seek realistic ways to improve efficiency and effectiveness in your role, to help the department, and SNG, achieve its goals
- Support the team in resolving escalated or complex customer issues, maintaining a calm, empathetic, and solutions-focused approach to maintain customer satisfaction and avoid complaints
- Oversee scheduling of remedial works and ensure effective communication between customers, internal teams, developers and contractors
What we need from you
- Demonstrable experience in a customer care or aftercare role within the construction or housebuilding sector
- Previous line management or team leadership experience, ideally within a busy, service-driven environment
- Strong understanding of the new-build handover and defect resolution process
- Excellent interpersonal and communication skills, with a confident and professional approach to dealing with customers and contractors
- Well-organised, able to manage multiple priorities and lead a team under pressure
- Proactive in identifying and resolving issues and improving processes to enhance customer satisfaction
- Strong attention to detail and commitment to quality
- Proficiency in customer service software, digital platforms and defect management systems
What we can offer
- Hybrid, flexible working
- 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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Aftercare Team Manager employer: Sovereign Housing Association Limited
Contact Detail:
Sovereign Housing Association Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Aftercare Team Manager
✨Tip Number 1
Familiarise yourself with the new-build handover and defect resolution process. Understanding these key areas will not only help you in interviews but also demonstrate your commitment to the role and the industry.
✨Tip Number 2
Network with professionals in the construction and housebuilding sector. Attend industry events or join relevant online forums to connect with others who can provide insights or even refer you to opportunities within SNG.
✨Tip Number 3
Showcase your leadership skills by discussing specific examples of how you've managed teams in high-pressure environments. This will highlight your ability to foster a culture of accountability and high performance, which is crucial for the Aftercare Team Manager role.
✨Tip Number 4
Prepare to discuss how you would handle complex customer issues. Think of real-life scenarios where you've successfully resolved conflicts or improved customer satisfaction, as this will resonate well with the hiring team.
We think you need these skills to ace Aftercare Team Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer care or aftercare roles, particularly within the construction or housebuilding sector. Emphasise any previous line management or team leadership experience to align with the job requirements.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for excellent customer service and your ability to manage teams effectively. Use specific examples from your past experiences to demonstrate how you meet the key responsibilities outlined in the job description.
Highlight Relevant Skills: In your application, focus on skills such as communication, organisation, and problem-solving. Mention your proficiency in customer service software and defect management systems, as these are crucial for the Aftercare Team Manager role.
Showcase Your Achievements: Include quantifiable achievements in your application that reflect your ability to improve processes and enhance customer satisfaction. This could be through metrics like reduced complaint rates or improved team performance.
How to prepare for a job interview at Sovereign Housing Association Limited
✨Showcase Your Leadership Skills
As an Aftercare Team Manager, you'll need to demonstrate your ability to lead and inspire a team. Prepare examples of how you've successfully managed teams in the past, focusing on your communication style and how you foster a culture of accountability and high performance.
✨Understand the Customer Journey
Familiarise yourself with the new-build handover and defect resolution process. Be ready to discuss how you would manage customer expectations and ensure effective communication throughout their journey, from occupation to the end of defects inspection.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills, especially regarding escalated customer issues. Think of specific instances where you've maintained a calm and solutions-focused approach, and be prepared to explain your thought process.
✨Highlight Your Process Improvement Experience
The role requires a proactive approach to improving efficiency and effectiveness. Be ready to share examples of how you've identified issues in previous roles and implemented changes that enhanced customer satisfaction and streamlined processes.
