Aftercare Director

We have an ambitious?Investment Strategy, which aims to demonstrate how by 2050 we can both grow and improve the condition of our estate of homes, ensuring all are of a standard fit for the future. We're looking for a customer centric Aftercare Director to join us, based from our Head office in Basingstoke.

The role:

This opportunity will play a pivotal role in ensuring SNG's strong reputation for excellent customer satisfaction by overseeing aftercare services throughout the construction, handover and post-occupancy phases for new and legacy developments. This role requires a deep understanding of regulatory and technical standards, as well as a commitment to supporting customers with a high level of empathy and professionalism.

Key Accountabilities include:

• Leadership of regional aftercare teams, developing and implementing aftercare strategies, data and trend-analysis, and acting as the primary point of contact for homeowners' concerns and warranty claims and complaints.
• Responsibility for overseeing the pre- and post-handover phase for SNG's residential development projects by implementing effective aftercare strategies
• Develop and implement comprehensive and pro-active strategic plans to enhance customer satisfaction and streamline aftercare processes, policies and procedures.
• Implementation and reporting defect root-cause analysis, patterns and lessons-learned guidance notes to educate and mitigate against defects and enhance overall construction quality.

What we're looking for:

• Problem Solving, Initiative and Innovation: Proactive in identifying and resolving issues and improving processes to enhance customer satisfaction.
• A commitment to understanding the unique needs of customers and ensuring they are met with care and respect.
• Leadership skills aligned to SNG's values and leadership behaviours, fostering an environment of trust, transparency, inclusion, and employee wellbeing.
• Significant experience within a customer service leadership role within the residential construction industry.
• Demonstrable track record in managing aftercare services and defect resolution in new homes.
• Knowledge of regulatory and technical standards
• Proficiency in customer service software, digital platforms and defect management systems.

What you can expect from us:

• £450 flex-pot annually, discounted shopping & cycling scheme
• 25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
• Company pension scheme matched up to 12%, life cover at 4x your salary
• Flexible working - we're committed to giving people flexibility as widely as possible
• Private medical insurance, dental insurance & critical illness cover
• Wide range of training courses available to support your career development