‹ Back to search results
Aftercare Manager / Head of Aftercare
- £75K / Year
£65,000 - £75,000 + Bonus
Start May / June 2021
This 15-year-old, £50m turnover, financially stable company, is a leading specialist in the refurbishment and fit-out of bespoke / High End luxury residential dwellings.
They have built a reputation for delivering the finest quality projects for the most discerning clients. Typical project sizes vary from £500k to £15m, and regularly work with internationally renowned interior designers and architects to create luxury homes with unimaginable features, quality and functionality.
The company is looking for an Aftercare Manager / Head of Aftercare.
In a nutshell:
The role is to head up the existing aftercare team, which is currently a small team made up of multi-traders and an administrator. The Aftercare Manager will have a portfolio of properties for high net worth clients, taking them from practical completion and providing the highest in aftercare and customer service.
·The Aftercare Manager would take overall control of the department, someone to be the face of the company end user experience. The ideal person would have something about them, with a bit of grit who push that business forward.
·Although the department is around 4yrs old, this is almost starting from ground zero, so would involve implementing robust policies and procedures, help brand the business, work with marketing dept., maintaining and improving all the client liaison and relationships, customer reporting, issuing maintenance agreements, labour management and all-round structure of the department.
·This would suit someone that is extremely client facing, yet not afraid to get their hands dirty (so must have had some experience in snagging and defects etc.).
·Based from the office with visits to sites
·Must be commercially aware; check pricing of works and developing supplier relationships
·The role has all the potential to really expand and become more senior in a view to potentially growing the business and department to taking on small works projects up to £1m.
This could equally suit an experienced aftercare manager as it could someone with 3-4years' experience, but who ticks all the criteria.
The main responsibilities will be to:
Deliver a first class service to customers throughout the aftercare service process.
Champion the customer throughout the business and be the first elevated point of contact once exchange has taken place if the customer once exchange has taken place
Programme and manage works to rectify any defects which may arise, including H&S responsibility, and providing ongoing support to client/end user.
Provide innovate solutions to ongoing challenges and ensure customer satisfaction and positive customer experience.
Provide an efficient and effective after-sales maintenance service by rectifying defects
Ensuring that associated trades carry out remedial works as and when required to the client's specification
Maintain, organise and update a work schedule for allocated trades
Feedback patterns of design/specification issues and following instruction implement changes.
The position would suit someone who has a minimum of 3-4 years' experience in Aftercare Management, Maintenance or Reactive Maintenance, ideally on high end residential properties (but not essential). This is very much a client facing role, so patience, diplomacy and excellent communication will be key attributes.
If you have the relevant experience and would like to apply for this Aftercare Manager job in London then please email an updated CV to roberta @ borneltd. com
To view all of our current positions in London then please visit our website; www.borneltd.com or register for alerts on our App (available on the App Store and on Google play).