We are seeking an experienced and customer-focused Aftercare Manager to lead our post-completion support services for residential clients. The Aftercare Manager will be responsible for managing the handover process, coordinating defect rectification, and ensuring a seamless and high-quality customer experience after occupancy.
Key Responsibilities
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Oversee the aftercare service provided to residents following property handover.
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Act as the main point of contact for residents regarding post-occupancy issues, defects, or concerns.
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Manage and coordinate contractors, maintenance teams, and suppliers for timely resolution of reported issues.
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Maintain a defect log and track progress to ensure all items are resolved within agreed SLAs.
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Work closely with internal departments (construction, sales, customer service) to ensure a smooth transition from build completion to resident move-in.
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Conduct regular site visits and inspections to assess reported issues and monitor workmanship.
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Implement and maintain systems to monitor customer satisfaction and gather feedback for continuous improvement.
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Prepare and present regular reports on aftercare performance, issue trends, and resolution times.
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Ensure compliance with relevant regulations, warranty standards, and company policies.
Qualifications and Experience
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Proven experience in a similar aftercare, property management, or customer service role within the residential or construction sector.
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Strong understanding of residential building processes, defects liability periods, and snagging.
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Excellent communication, negotiation, and interpersonal skills.
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Ability to manage multiple priorities and stakeholders in a fast-paced environment.
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Experience with CRM systems or defect tracking tools is a plus.
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Attention to detail and commitment to delivering high standards of customer service.
Key Competencies
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Problem-solving and decision-making
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Leadership and team coordination
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Customer-oriented mindset
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Time and project management
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Conflict resolution
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Technical understanding of building systems