Head of Aftercare
Location: Office Based - Spalding
Department: Customer Care / Aftercare?
Reports To: ?
About the Role
Seagate Homes is seeking an experienced and highly organised Head of Aftercare to lead our Aftercare Department, ensuring the efficient management of all post-completion defects across our developments.
Working closely with Housing Associations, employers' agents, subcontractors and internal departments, you will oversee the entire defects process from initial notification through to successful resolution. You will be responsible for maintaining excellent client relationships, ensuring contractual obligations are met, and driving exceptional customer satisfaction.
This is a key management position requiring excellent organisational skills, strong commercial awareness, and the ability to manage multiple projects simultaneously.
Key Responsibilities
Defects Management
- Manage all reported defects from Housing Associations and other clients.
- Review, prioritise and allocate defects to the appropriate subcontractors.
- Monitor progress of all outstanding defects and ensure agreed response times are achieved.
- Escalate overdue or unresolved issues to senior management where necessary.
- Ensure defects are completed to the required quality standards.
- Arrange inspections where required to verify completed works.
- Maintain accurate defect records and provide regular progress updates to clients.
Client Relationship Management
- Act as the primary point of contact for Housing Associations during the Defects Liability Period.
- Build and maintain strong professional relationships with clients.
- Attend client meetings and provide updates on outstanding defect performance.
- Resolve customer complaints professionally and efficiently.
- Ensure high levels of customer satisfaction are maintained throughout the aftercare process.
Subcontractor Management
- Allocate work orders to approved subcontractors.
- Monitor subcontractor performance against agreed service level agreements.
- Chase outstanding works and ensure completion within contractual timescales.
- Maintain records of subcontractor performance.
- Recommend alternative contractors where performance falls below company standards.
Commercial Administration
- Raise Purchase Orders for all defect works.
- Process subcontractor invoices.
- Verify completed works prior to invoice approval.
- Monitor defect costs against budgets.
- Assist with cost recovery where defects are attributable to subcontractors.
- Support the commercial team with recharge processes where appropriate.
Systems & Administration
- Maintain accurate records within the company's defects management system.
- Track response and completion times.
- Monitor Defects Liability Period expiry dates.
- Ensure all correspondence and documentation is filed correctly.
- Produce reports for senior management.
Team Leadership
- Lead and develop the Aftercare team.
- Allocate workloads and monitor performance.
- Provide coaching and support to team members.
- Implement procedures to improve departmental efficiency.
- Promote a culture of excellent customer service.
Compliance
- Ensure compliance with Premier Guarantee and other warranty provider requirements.
- Ensure all Health & Safety procedures are followed by subcontractors.
- Maintain compliance with Building Regulations and company quality standards.
- Support internal and external audits where required.
Essential Skills & Experience
- Previous experience in a senior aftercare or customer care role within a housebuilder or housing developer.
- Strong knowledge of residential construction and defect diagnosis.
- Experience working with Housing Associations.
- Excellent organisational and time management skills.
- Ability to manage multiple developments simultaneously.
- Strong IT skills including Microsoft Office.
- Excellent communication and negotiation skills.
- Commercial awareness with experience of purchase orders and invoice processing.
- Ability to work under pressure and meet deadlines.
- Full UK Driving Licence.
Desirable Experience
- Experience with Premier Guarantee and NHBC warranty processes.
- Experience managing a customer care or aftercare team.
- Understanding of affordable housing developments.
Personal Attributes
- Highly organised and methodical.
- Strong leadership qualities.
- Professional and customer focused.
- Excellent problem-solving ability.
- Positive and proactive attitude.
- Able to build strong working relationships.
- Confident decision-maker.
- High attention to detail.
- Commercially aware.
- Calm under pressure.
Key Performance Indicators (KPIs)
- Defects completed within agreed client timescales.
- Average response time to reported defects.
- Outstanding defects by development.
- Client satisfaction scores.
- Customer complaint resolution times.
- Subcontractor performance.
- Cost recovery from subcontractors.
- Invoice processing accuracy.
- Purchase Order compliance.
- Departmental budget performance.
What We Offer
- Competitive salary.
- Company pension.
- Annual leave plus bank holidays.
- Opportunities for career progression.
- Supportive and professional working environment.
- Ongoing training and development.
At Seagate Homes, we pride ourselves on delivering high-quality homes and providing exceptional service long after handover. The Head of Aftercare will play a vital role in maintaining our reputation and ensuring our clients and homeowners receive the highest standards of aftercare.
Benefits:
- Company events
- Company pension
- Free parking
- Health & wellbeing programme
- On-site parking
Work Location: In person
