A leading rental property developer who specialises in the refurbishment of build to rent properties are looking to appoint a Maintenance & Aftercare Manager to oversee their aftercare department in managing tenants defect period following their move in.
Duties include:
* Working hours will be Monday - Friday, 8am - 5pm, based out of their office in Chelmsford and visiting their new build sites.
* Lead and manage the Aftercare department, ensure effective and efficient operations.
* Oversee and manage the aftercare process to ensure an excellent customer experience after move-in.
* Go through the defects, warranties, and repair timelines with customers and manage their expectation.
* Overseeing maintenance tasks, supervising staff, and managing contractors to ensure properties are well-maintained and tenants' needs are met.
* Involved in refreshes on properties being relet.
* Budget management, ensuring all spend is accurate and justified.
* Manage complaints and be the main point of contact when these are escalated within the Development team.
* Log, track and co-ordinate reported defects within the DLP. Maintaining accurate records of all interactions on relevant systems.
* Work closely with contractors organising meeting to make sure defects are being properly managed.
* Produce regular reports on aftercare performance, defect trends, and recurring issues.
* Report and monitor key performance indicators such as response times, resolution times, and customer satisfaction.
* Contribute to initiatives that improve customer experience and reduce warranty claims.
* Keep up with latest industry changes and legislation.
* Implement new systems within the department and embed the processes.
* Conduct inspections on newly constructed properties to quality check these ensuring good property marketing.
* Conduct home visits assess, review and discuss defects or complaints made by customers in more detail and bring them to a satisfactory resolution.
Requirements:
* Strong knowledge of new-build housing construction, materials, and defects.
* Excellent communication and conflict-resolution skills.
* Customer-focused with a professional manner.
* Ability to manage contractors and hold them accountable for quality and timeliness.
* Good IT skills (CRM systems, MS Office, snagging/defects software).
* Strong organisational skills, able to manage multiple cases simultaneously.
* People management skills and experience with the ability to develop a team.
* Full driving licence and access to own vehicle.
What they're offering:
* £40k - £45k + £4k Car allowance
* 27 days holidays + bank holidays + birthday off
* Pension scheme
* Life insurance (4x annual salary)
* Private medical insurance
If you are interested in the Maintenance & Aftercare Manager role and would like to apply, please contact Maisie at Fawkes & Reece Bolton, or send your application via the link below.
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