Aftercare Manager

Bradford - UK

Monthly Salary: Not Disclosed

Posted on: 02-11-2025

Vacancies: 1 Vacancy

Job Summary

Description

Were seeking an experienced Aftercare Manager to join us leading the service to ensure our customers receive excellent support after moving into their new this key role youll 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 22000 social and affordable homes mainly in the Bradford district. We employ a talented workforce of nearly 1000 people.

This year weve 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 weve worked with colleagues and customers to find out whats important to them. Our customers sit at the heart of what we do and our colleagues are the people wholl 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 ensure effective and efficient operations.
Oversee and manage the aftercare process toensure an excellent customer experience after move-in.
Go through the defects warranties and repair timelines with customers and manage their expectation.
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 meeting to make sure 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 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 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.

Benefits

Salary from 41562 up-to 46202 per year depending on experience
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)
Corporate health scheme membership
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!

Were looking for great people to join us! AtIncommunities were committed to creating a workplace where everyone feels valued included and supported. We actively welcome applicants from all backgrounds abilities and experiencesbecause we know thatdiverse perspectives make us stronger.

Based inBradford a city known for its rich cultural diversity we servevibrant communities. As a social housing provider were passionate about making a real difference by providingsafe affordable homesandimproving lives.

Our recruitment process is designed tosupport you every step of the way. If you need any adjustments or assistance just let us know.

Were proud to be aMindful Employer committed to mental health and wellbeing. We also hold theCommitted Menopause Friendly Accreditation recognising the importance of support in the workplace.

Apply early!We review applications as they come in and may close the advert before the deadline.

Ready to make an impactCome work with us!

Required Experience:

Manager

DescriptionWere seeking an experienced Aftercare Manager to join us leading the service to ensure our customers receive excellent support after moving into their new this key role youll take ownership of the aftercare budget handle escalated complaints with professionalism and drive performance thr...