OverviewAre you a driven Manager with a passion for providing excellent customer service? We have a fantastic opportunity as an Aftercare Team Manager, to join us on a permanent basis. You'll be based from our Bristol office. This role will combine office and home working to ensure a positive work/life balance.About SNGIt's an exciting time to be a part of the team as Sovereign have joined forces with Network Homes to form SNG (Sovereign Network Group). Together we provide over 85,000 homes and invest in communities across London and the South of England. Our purpose is to provide good affordable homes in thriving communities that people love for generations.The RoleYou will be responsible for managing a team of Aftercare Coordinators who support homeowners after they have moved into their new-build properties. Oversee the day-to-day running of the team, ensuring defects and customer concerns are handled efficiently, professionally, and in line with company standards and warranty obligations.This is a key management role within the Aftercare function, requiring excellent communication, organisational, and people management skills. As the link between the Aftercare Director and the team, the role will support performance, encourage continuous improvement, and help deliver a first-class customer experienceResponsibilitiesManage the Aftercare Coordinators team with a focus on articulating a clear vision, providing direction, and fostering a culture of accountability, high performance, and continuous improvementMonitor workloads and ensure all reported defects and customer queries are logged, assigned, and progressed in line with service level agreementsManage expectations of customers from the point of occupation through to the end of defects inspection, ensuring effective and ongoing communication is always maintainedCoordinate the end of defects inspections with all relevant stakeholders and ensure outstanding items are chased up and resolved satisfactorilyContinuously seek realistic ways to improve efficiency and effectiveness in your role, to help the department, and SNG, achieve its goalsSupport the team in resolving escalated or complex customer issues, maintaining a calm, empathetic, and solutions-focused approach to maintain customer satisfaction and avoid complaintsOversee scheduling of remedial works and ensure effective communication between customers, internal teams, developers and contractorsWhat we need from youDemonstrable experience in a customer care or aftercare role within the construction or housebuilding sectorPrevious line management or team leadership experience, ideally within a busy, service-driven environmentStrong understanding of the new-build handover and defect resolution processExcellent interpersonal and communication skills, with a confident and professional approach to dealing with customers and contractorsWell-organised, able to manage multiple priorities and lead a team under pressureProactive in identifying and resolving issues and improving processes to enhance customer satisfactionStrong attention to detail and commitment to qualityProficiency in customer service software, digital platforms and defect management systemsWhat we can offerHybrid, flexible working25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)A chance to buy or sell holiday as part of our flexible benefits packagex3 paid wellness days per annumA generous pension scheme matching up to 12%Life cover as soon as you join usYou will be a part of our Recognition scheme where you can be gifted retail vouchersAt Sovereign Network Group, we are passionate about inclusion for all and creating a workplace where everyone can thrive. We are committed to our Equality Diversity and Inclusion strategy and believe that you can truly be yourself at SNG.If you would like the opportunity to make a real impact within our changing and growing organisation, we would love to hear from you! #J-18808-Ljbffr