This role will be responsible for providing exceptional customer care in the investigation and resolution of latent defects raised outside of the DLP. The Latent Defects Manager will liaise effectively with all internal and external stakeholders to ensure correct diagnosis of issues and a fair outcome, maintaining an excellent customer experience throughout.
Assist in managing and resolving latent defects in accordance with SNG's procedures, including liaising with residents, internal teams, consultants, and specialists to identify problems and agree on remedies, managing the remedial process to completion. Responsibilities include:
1. Providing detailed reports to pursue developer or warranty claims, or supporting internal teams with remedial programs where claims are invalid.
2. Reviewing new schemes' designs and specifications to identify potential quality, design, and specification issues.
3. Providing feedback on defect themes and trends, proposing solutions to reduce repeat issues and costs, and shaping future design and specifications.
4. Monitoring contractors and consultants to ensure timely completion of work.
5. Managing stakeholder needs and expectations to deliver excellent service.
6. Assisting residents and colleagues with defect diagnosis to ensure appropriate actions and contractual obligations are upheld.
7. Ensuring customer satisfaction and defect targets are met through effective communication.
8. Understanding building warranties and contracts to communicate service levels.
9. Demonstrating a customer-focused mindset with a passion for service.
10. Showing strong attention to detail and commitment to quality.
11. Having construction technology and building pathology knowledge, with experience managing defects and repairs.
12. Interpreting drawings, specifications, and contractual documents.
13. Possessing good negotiation skills.
14. Exhibiting excellent time management and working efficiently under pressure.
15. Being proactive in problem solving.
16. Having strong report writing skills tailored to end users.
17. Proficient in Microsoft Office applications.
This position is based in our Bristol office, combining office and home working to promote work/life balance.
About SNG
SNG was formed when Sovereign joined forces with Network Homes. We provide over 84,000 homes across London and the South of England, investing in communities to offer affordable homes for generations.
Benefits
* 25 days holiday plus bank holidays, increasing to 30 days with service.
* Option to buy or sell holiday entitlement.
* Generous pension scheme with up to 12% matching.
* Life cover from start date.
* Recognition scheme with retail vouchers.
We are committed to inclusion, diversity, and creating a workplace where everyone can thrive. If you want to make a meaningful impact in our growing organization, we would love to hear from you!
#J-18808-Ljbffr