Aftercare Manager – Construction

Customer Care Manager – Construction

Manchester

£50,000 - £60,000 + Package

Your role will be to act as the teams dedicated point of contact on all issues relating to defects.  You will provide an efficient and professional aftercare service, effectively and proactively identifying and resolving defects.

Day to day you will liaise with professional team members, and contractors to ensure the completion of defects work within agreed timescales.

The Customer Care Manager will work closely with colleagues in the Division in managing a post-handover budget for rectification of minor defect works to ensure sub-contractors responsible are notified of costs, where required.

Responsibilities

• Day to day management of the defect process.
• Dealing with incoming calls and emails from customers reporting issues.
• Assess and confirm whether or not an issue is a genuine defect covered by the policy.
• Categorise works by priority, with minimum cost to us.
• Provide a clear breakdown of costs where it is necessary to contra-charge sub-contract trades and customers.
• Resolving problems quickly and efficiently, seeking direction where required.
• Manage customer expectations, including at times challenging customers.
• Co-ordinating our technicians, suppliers and sub-contract trades to resolve issues and make appointments for attendance.
• Manage our technician’s diary and workload efficiently.
• Confirm that the work has been carried out to the customers satisfaction.
• Update and maintain records using Clixifix.
• Bring recurring faults and issues to the Director’s attention, including problematic sub-contract trades.
• Attend final snagging inspection with the Contract’s Manager and CAA to review and approve handover snagging items.
• Establish good working relationships with technicians, suppliers, sub-contract trades and housing associations.
• Arrange completion of end of defect works for Housing Associations.
• Ensure Making Good Defects Certificates and retentions are received in a timely manner.
• Identify health, safety and environmental risk activities and manage accordingly.
• Ensure paperwork completed by the construction and sales teams in relation to legal completion and 7-day snagging is clear and complete.
• Manage register of properties that are within the 2-year builders warranty period, regularly update our out of hours provider.
• Review jobs submitted by our out of hours provider to ensure that only emergency issues are being actioned. Ensure sufficient documentation is provided to evidence the defects and associated repair.
• Book appointments for suppliers, sub-contract trades and site teams to deal with latent building defects.

Experience, Qualifications and Skills

• Experience of working within the construction or house building sector desirable, with knowledge of how elements are constructed and potential defects.
• Understanding of the NHBC AND LABC warranty and what is covered.
• Knowledge of the Consumer Code and what it covers.
• Minimum of 5 years prior experience in customer services, ideally within both the public and private sectors.
• Excellent administrative and organisational skills.
• Self-motivated, ability to multi-task with good time management.
• Proficient IT skills, day to day use of Word, Excel, Outlook and Clixifix.
• Good verbal and written communication skills.
• Health, safety and environmental awareness.