Stonewater are seeking an Aftercare Manager to take ownership of customer care in our new build homes across our development programme. This will involve leading a team of Aftercare Officers and developing efficient and effective procedures to continually develop our customer-focussed approach to managing defects and defect-related complaints.
You will ensure that the Aftercare Officers are identifying, logging and reporting defective construction works and coordinating contractual end of defects inspections using internal communication systems and following defects through to satisfactory completion, proactively ensuring that on-going defect repair orders are being progressed and concluded to agreed timescales. Ensuring the allocated defect mailbox is actively managed and enquiries are dealt with, you will assist and support the Aftercare Officers with more challenging customer issues specifically in relation to live defects throughout defect liability period, ensuring excellent customer service is maintained.
You will build and maintain strong partnerships with contractors, developers, and internal teams to ensure all defects are completed within acceptable timescales and challenging case are monitored and resolved. This will include monitoring contractor and developer performance, identifying trends in poor performance, reporting against targets and addressing recurring issues; which can be incorporat...