We have an ambitious?Investment Strategy, which aims to demonstrate how by 2050 we can both grow and improve the condition of our estate of homes, ensuring all are of a standard fit for the future. We’re looking for a customer centric Aftercare Director to join us, based from our Head office in Basingstoke.
The role:
This opportunity will play a pivotal role in ensuring SNG’s strong reputation for excellent customer satisfaction by overseeing aftercare services throughout the construction, handover and post-occupancy phases for new and legacy developments. This role requires a deep understanding of regulatory and technical standards, as well as a commitment to supporting customers with a high level of empathy and professionalism.
Key Accountabilities include:
*Leadership of regional aftercare teams, developing and implementing aftercare strategies, data and trend-analysis, and acting as the primary point of contact for homeowners’ concerns and warranty claims and complaints.
*Responsibility for overseeing the pre- and post-handover phase for SNG’s residential development projects by implementing effective aftercare strategies
*Develop and implement comprehensive and pro-active strategic plans to enhance customer satisfaction and streamline aftercare processes, policies and procedures.
*Implementation and reporting defect root-cause analysis, patterns and lessons-learned guidance notes to educate and mitigate against defects and enhance overall construction quality.
What we’re looking for:
*Problem Solving, Initiative and Innovation: Proactive in identifying and resolving issues and improving processes to enhance customer satisfaction.
*A commitment to understanding the unique needs of customers and ensuring they are met with care and respect.
*Leadership skills aligned to SNG’s values and leadership behaviours, fostering an environment of trust, transparency, inclusion, and employee wellbeing.
*Significant experience within a customer service leadership role within the residential construction industry.
*Demonstrable track record in managing aftercare services and defect resolution in new homes.
*Knowledge of regulatory and technical standards
*Proficiency in customer service software, digital platforms and defect management systems.
What you can expect from us:
*£450 flex-pot annually, discounted shopping & cycling scheme
*25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
*Company pension scheme matched up to 12%, life cover at 4x your salary
*Flexible working - we’re committed to giving people flexibility as widely as possible
*Private medical insurance, dental insurance & critical illness cover
*Wide range of training courses available to support your career development