Aftercare Manager - Lloyds Living
Role Overview
Purpose of the Role
The Aftercare Manager oversees the day to day delivery of the aftercare service, managing a team of Aftercare Coordinators and ensuring defects are effectively managed through to End of Defects completion.
Acting as the escalation point for complex issues, the role will drive defects through to resolution, manage key stakeholder relationships and ensure developers and contractors meet their obligations to deliver a high standard of customer service.
Key Skills for This Role
Full Job Posting
Key Responsibilities
- Manage and develop a team of Aftercare Coordinators, ensuring a high standard of customer service and defect management.
- Oversee the management of defects from initial notification through to End of Defects sign off.
- Act as the escalation point for complex and high priority defects, driving issues through to resolution.
- Manage relationships with developers, contractors, managing agents and other stakeholders to ensure defects are resolved within agreed timescales.
- Drive accountability across developers and contractors through regular performance reviews and defect meetings.
- Oversee End of Defects inspections process, remedial works and final sign off activities.
- Monitor team performance, defect ageing and service levels, taking action where required.
- Ensure accurate record keeping, reporting and maintenance of aftercare systems.
- Provide clear and timely communication to customers and stakeholders throughout the defects process.
- Identify recurring issues and support continuous improvement across the aftercare service.
Skills & Experience
- Essential
- 4 to 5 years' experience within residential property, housebuilding or a developer environment.
- Proven experience managing defects through to End of Defects completion.
- Previous experience leading or supervising an aftercare, customer care or defects management team.
- Strong understanding of residential construction defects, remedial works and developer obligations.
- Excellent organisational skills with strong attention to detail.
- Strong stakeholder management and communication skills, with the ability to build effective relationships and challenge where necessary.
- Experience working with Developers, Managing Agents, Employers' Agents and contractors.
- Ability to manage multiple priorities and perform effectively in a fast paced environment.
- Proficiency in Microsoft Office applications and defect management platforms such as FixFlo.
- Desirable
- Experience within a residential developer or housebuilder environment.
- Knowledge of defect liability and End of Defects processes.
- Experience managing contractor and stakeholder relationships.
- Understanding of residential construction defects and remedial works.
- What We’re Looking For
- Customer focused with a professional and proactive approach.
- Strong communicator with the ability to build effective relationships.
- Solutions driven, with the ability to manage competing priorities.
- Collaborative, accountable and committed to delivering high standards.
- We also offer a wide-ranging benefits package, which includes:
- A generous pension contribution of up to 15%
- An annual performance-related bonus
- Share schemes including free shares
- Benefits you can adapt to your lifestyle, such as discounted shopping
- 28 days' holiday, with bank holidays on top
- A range of wellbeing initiatives and generous parental leave policies
About working for us
Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms.
We're committed to creating a consciously inclusive workplace where our colleagues can be themselves, thrive and perform at their best. We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer Initiative. As an inclusive employer, we offer Workplace Adjustments for colleagues with a disability (which may include long-term health and neurodivergent conditions) where it is reasonable to do so. If you'd like an adjustment to the recruitment process just let us know.
If you're excited by the thought of becoming part of our team, get in touch. We'd love to hear from you.
At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.
We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person.
We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.
Qualifications
- Essential
- 4 to 5 years' experience within residential property, housebuilding or a developer environment.
- Proven experience managing defects through to End of Defects completion.
- Previous experience leading or supervising an aftercare, customer care or defects management team.
- Strong understanding of residential construction defects, remedial works and developer obligations.
- Excellent organisational skills with strong attention to detail.
- Strong stakeholder management and communication skills, with the ability to build effective relationships and challenge where necessary.
- Experience working with Developers, Managing Agents, Employers' Agents and contractors.
- Ability to manage multiple priorities and perform effectively in a fast paced environment.
- Proficiency in Microsoft Office applications and defect management platforms such as FixFlo.
- Desirable
- Experience within a residential developer or housebuilder environment.
- Knowledge of defect liability and End of Defects processes.
- Experience managing contractor and stakeholder relationships.
- Understanding of residential construction defects and remedial works.
- What We’re Looking For
- Customer focused with a professional and proactive approach.
- Strong communicator with the ability to build effective relationships.
- Solutions driven, with the ability to manage competing priorities.
- Collaborative, accountable and committed to delivering high standards.
- A generous pension contribution of up to 15%
- Share schemes including free shares
- Benefits you can adapt to your lifestyle, such as discounted shopping
- 28 days' holiday, with bank holidays on top
- A range of wellbeing initiatives and generous parental leave policies
Preferred Qualifications
- An annual performance-related bonus
About Lloyds Banking Group
Provides banking and financial services.
Visit company websiteJobs and hiring trendsApply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at Lloyds Banking Group
Skills Development Partner (12 Month FTC)
Edinburgh, GBR
Director, Network and Propositions
London, GBR
Lloyds bank - Customer Support - Birmingham
Birmingham, GBR
Credit Controller - Lloyds Living
Manchester, GBR
Senior Manager - Traded Products Valuations
London, GBR
Senior Manager – Screening Development & Analytics
Birmingham, GBR
B2B Marketing Director
London, GBR
Senior Design Researcher (12-month FTC)
Manchester, GBR