It's an exciting time to join us as Sovereign have joined forces with Network Homes to form SNG (Sovereign Network Group). Together we provide over 84,000 homes and invest in communities across London and the South of England - our purpose, to provide quality affordable homes and places that people love for generations.We have an opportunity for a Head of Aftercare to join us. You'll be based from either our Newbury or Basingstoke offices combining office and home working to ensure a positive work/life balance.What you'll be doingThis role is a key leadership role responsible for the strategic direction, performance, and continuous improvement of the aftercare function across a defined regional portfolio of newly built homes.With full accountability for customer satisfaction throughout the warranty period, this role is pivotal in safeguarding the brand reputation, ensuring regulatory compliance, and driving operational excellence in the resolution of defects and customer concerns.Responsibilities include:
* Ensure customer issues are resolved efficiently and professionally, meeting internal service standards and warranty requirements.
* Act as a senior escalation point for complex or high-profile cases, ensuring positive outcomes for customers and the business. Carry out visits and inspections across SNG's operating area as necessary.
* Track and report on key performance indicators such as defect resolution times, customer satisfaction, net promoter scores and cost control, providing statistics and trends to the Aftercare Director and leadership team with clear improvement plans to support these where required.
* Collaborate with internal stakeholders including Customer Experience, Localities, Resolutions, Development and Sales, to improve handover quality and reduce recurring issues.
* Manage external stakeholder relationships with developers, contractors and Employer's Agents, ensuring quality workmanship, strong service levels, and value for money.
* Champion a culture of accountability, quality, and continuous improvement across the Aftercare function.
What we need from youThis is an influential role that requires a forward-thinking leader with a deep understanding of residential construction, exceptional customer focus, and the commercial acumen to lead cross-functional collaboration, influence policy, and improve long-term build quality through effective feedback loops.
* Leadership experience in Aftercare, Customer Experience, or Construction within
* the new build residential sector.
* Strong understanding of new home build processes, typical post completion issues, and warranty obligations.
* Track record of driving team performance, customer satisfaction, and process improvements at a senior level.
* Excellent communication and problem-solving skills, with the ability to build trust with customers, teams, and stakeholders.
* Commercial awareness and experience managing budgets and contractor relationships.
What can SNG offer you?We have some great benefits at SNG, including:
* 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
* Chance to buy or sell holiday as part of our flexible benefits package
* Generous matched pension scheme up to 12% and Life cover at 4x salary
* Options for private medical insurance, dental insurance and critical illness cover
* Wellbeing discounts, including Gym Memberships and access to a 24/7 virtual GP service
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