We are thrilled to announce a number of new and exciting opportunities within our Aftercare Team here at The Guinness Partnership. Driven by the continued growth and success of our business we are looking for dedicated, customer-focused individuals to join our team and contribute to the exceptional service we deliver to our customers.
Our aftercare positions offer an excellent opportunity to be part of a dynamic, forward-thinking department. You will play a pivotal role in ensuring that our customers receive the highest level of support post-purchase, helping to enhance their experience and reinforce their loyalty to our brand.
About the role
We have an exciting opportunity for an Aftercare Manager to join our team in Oldham on a permanent basis.
In this role, you will lead and motivate a team of Customer Care Coordinators and Aftercare Advisors to deliver a customer-focused service, working closely with internal and external stakeholders to ensure a smooth handover of new homes at practical completion. You will monitor the delivery program, plan resources to maintain high performance, seek feedback from residents and stakeholders, and ensure lessons learned are incorporated into continuous improvement processes to enhance resident satisfaction scores.
You will train the Aftercare team in technical issues, such as defect identification, triage, and resolution, and ensure the accurate and timely use of the CRM system for recording data and tracking defects within established KPIs. Additionally, you will monitor and report on budget expenditures for Aftercare, provide regular financial updates to senior management, attend contractor meetings as needed, and manage contractor programs to ensure value for money and timely outcomes.
Your responsibilities include managing warranty-period plots, analysing defect trends for KPI monitoring, and handling official complaints. You will approve compensation payments within set limits, implement and extend home demonstration services across the development program, and ensure customer protection and safety by maintaining GDPR policies.
What we’re looking for
We are a customer-focused organisation, so we know that how we do things is just as important as what we do.
You will not only be an experienced Aftercare Manager, but you will also have great customer service and people management skills. You will also be able to demonstrate:
* Technical understanding of housing construction.
* Knowledge of housing development and associated procurement and construction practices.
* Excellent management and administrative skills.
* Proven customer service experience.
* Excellent oral and written communications.
* Good knowledge of Microsoft Office, including excel spreadsheets.
* Good attention to detail and accurate recording of information for audit purposes.
* Ability to present information concisely to senior managers and other stakeholders to support and influence decision making.
* Ability to work under pressure and to deadlines.
* Demonstrates the Guinness Behaviours.
Please Note:
This is a hybrid role which requires the successful candidate to work in the office 3 days per week and 2 days remotely. You will also be expected to travel across the country to various sites and locations including The North and the South of England butNOTLondon.
If you are interested in finding out more about the key responsibilities of the role and/or to ensure you meet the essential criteria, please review the attached role profile.
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