Join to apply for the Aftercare Manager role at InVision Group Ltd
This role offers a unique opportunity for a dynamic and passionate Customer Service Manager to lead our regional team, delivering outstanding service across multiple housing schemes. You will manage the Customer Service function for approximately 500 plots, overseeing coordinators, operatives, subcontractors, and suppliers. Your focus will be on exceeding customer expectations, maintaining high-quality standards, and ensuring exceptional customer satisfaction.
Role Overview:
You will be responsible for all customer service activities within the region, including managing daily defects, EOD inspections, and quality standards. You will play a pivotal role in the customer journey by ensuring the delivery of service promises and collaborating with the wider regional team.
Key Responsibilities:
* Manage daily defects, EODs, latent defects, and stock plot maintenance, ensuring timely completion.
* Provide technical support to the customer service team for smooth operations and issue resolution.
* Manage the EOD process to secure retention releases and meet quality standards.
* Communicate effectively with clients and customers, closing defects and providing clear responses.
* Ensure RAMS are provided and approved for all activities.
* Maintain Health & Safety standards and ensure team certifications are up-to-date.
* Conduct site visits and inspections to monitor workmanship quality and maximize first-time fixes.
* Perform audits on operatives' vans and presentation to uphold the company's professional image.
* Complete RTMI inspections, signing off homes in line with quality standards.
* Build strong relationships with customers through clear, professional, and prompt communication.
* Collaborate with Sales & Production teams to ensure smooth customer delivery and minimize risks.
* Act as the main point of contact for the customer service team, supporting service excellence.
* Ensure EOD inspections are completed promptly to facilitate retention recovery and track cost-effective solutions.
* Follow the Contra Charge process to recover costs where appropriate.
People Management:
* Lead, motivate, and manage a team of in-house operatives, coordinators, and subcontractors, ensuring quality work.
* Conduct performance reviews, provide training, and support team development.
* Coordinate with the supply chain to ensure subcontracted work aligns with standards.
Skills, Experience & Attributes:
* Proven experience in Customer Service or site management, with a strong understanding of customer needs.
* Technical knowledge of the housebuilding industry, especially defect investigation and resolution.
* Financial acumen to manage costs effectively.
* Leadership skills with experience in managing diverse teams.
* Excellent organizational and time management skills.
* Outstanding communication skills, both verbal and written.
* Problem-solving abilities and knowledge of Health & Safety standards.
Additional Details:
* Seniority level: Mid-Senior level
* Employment type: Full-time
* Job function: Other
* Industry: Construction
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