Aftercare Manager - Lloyds Living

Purpose of the Role

The Aftercare Manager oversees the day to day delivery of the aftercare service, managing a team of Aftercare Coordinators and ensuring defects are effectively managed through to End of Defects completion.

Acting as the escalation point for complex issues, the role will drive defects through to resolution, manage key stakeholder relationships and ensure developers and contractors meet their obligations to deliver a high standard of customer service.

Key Responsibilities

• Manage and develop a team of Aftercare Coordinators, ensuring a high standard of customer service and defect management.
• Oversee the management of defects from initial notification through to End of Defects sign off.
• Act as the escalation point for complex and high priority defects, driving issues through to resolution.
• Manage relationships with developers, contractors, managing agents and other stakeholders to ensure defects are resolved within agreed timescales.
• Drive accountability across developers and contractors through regular performance reviews and defect meetings.
• Oversee End of Defects inspections process, remedial works and final sign off activities.
• Monitor team performance, defect ageing and service levels, taking action where required.
• Ensure accurate record keeping, reporting and maintenance of aftercare systems.
• Provide clear and timely communication to customers and stakeholders throughout the defects process.
• Identify recurring issues and support continuous improvement across the aftercare service.

Skills & Experience

Essential

• 4 to 5 years' experience within residential property, housebuilding or a developer environment.
• Proven experience managing defects through to End of Defects completion.
• Previous experience leading or supervising an aftercare, customer care or defects management team.
• Strong understanding of residential construction defects, remedial works and developer obligations.
• Excellent organisational skills with strong attention to detail.
• Strong stakeholder management and communication skills, with the ability to build effective relationships and challenge where necessary.
• Experience working with Developers, Managing Agents, Employers' Agents and contractors.
• Ability to manage multiple priorities and perform effectively in a fast paced environment.
• Proficiency in Microsoft Office applications and defect management platforms such as FixFlo.

Desirable

• Experience within a residential developer or housebuilder environment.
• Knowledge of defect liability and End of Defects processes.
• Experience managing contractor and stakeholder relationships.
• Understanding of residential construction defects and remedial works.

What We’re Looking For

• Customer focused with a professional and proactive approach.
• Strong communicator with the ability to build effective relationships.
• Solutions driven, with the ability to manage competing priorities.
• Collaborative, accountable and committed to delivering high standards.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%
• An annual performance-related bonus
• Share schemes including free shares
• Benefits you can adapt to your lifestyle, such as discounted shopping
• 28 days' holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies

About working for us

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms.

We're committed to creating a consciously inclusive workplace where our colleagues can be themselves, thrive and perform at their best. We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer Initiative. As an inclusive employer, we offer Workplace Adjustments for colleagues with a disability (which may include long-term health and neurodivergent conditions) where it is reasonable to do so. If you'd like an adjustment to the recruitment process just let us know.

If you're excited by the thought of becoming part of our team, get in touch. We'd love to hear from you.