Aftercare Service Manager - North

Job Title: Aftercare Service Manager (North)

Location: Ideally located on the M62 corridor, covering projects in the Northeast, Yorkshire, Lancashire and midlands

Hours: 37.5 hours per week, permanent

Salary: circa £50,000

About the role:

We have an exciting opportunity for an Aftercare Service Manager to join the team.

Reporting into the Head of Aftercare, the post holder will be responsible for managing the process to resolve defects across the contractual defect’s liability period. They will be responsible for specific projects to ensure contractors comply with their SLA obligations set out within the contract.

You will ensure defects are fully investigated, rectified and the process is managed to keep Anchor operational team and customers informed and disruption minimised.

You will manage the inspection process at the conclusion of the contractual defects liability period to ensure the inspection process by the Anchor project team is robust.

You will feedback into the lessons learnt process identifying any design issues, specification of materials or systems that need to be reviewed through the aftercare or defects process to prevent future defect or maintenance concerns.

You will hold meetings with Contractor Customer Care and Operational Staff regularly to review the reporting and clearing of defects and general performance through the defect’s liability period.

You will also be responsible for managing any subsequent latent defects occurring at the location.

About you

We are looking for someone with strong organisational and time management skills. You must be resilient and be able to work under pressure and use your own initiative

The post holder will need to be flexible in terms of travel to meet business needs and the role may require some stays away from home.

You will have:

• A proven track record of stakeholder engagement and management
• Strong customer experience knowledge
• Awareness of customer engagement and able to consider the customer in all scenarios and to plan for optimum outcomes
• Strong construction knowledge
• Well-developed IT skills and knowledge of relevant software packages
• The confidence and skill to identify, manage and mitigate relevant risks pertinent to the job role
• Knowledge of procurement processes
• Knowledge of CDM & H&S requirements associated with construction
• Be able to project plan and identify interrelationships across complex projects, within agreed project management and governance structures.
• Have financial awareness and can effectively manage budgets
• Cooperates with others, understands their needs and quick to offer or provide support
• Be able to carry out detailed research and write minutes, action plans and reports.
• Set an example by always acting in a professional manner including wearing personal protective equipment when on a construction site.

Qualifications:

• Customer services qualification desirable
• HNC / HND level or able to demonstrate appropriate experience in a similar role
• NEBOSH desirable

As an Anchor colleague working from home, you’ll have access to a wide range of great communications and networking technologies. You’ll find that working from home is no barrier to being part of a close knit team and our friendly collaborative culture.

Anchor is proud to be an equal opportunity employer. We are proud to have an LGBT+ resident group, and also BAME, LGBT+ and Disabled colleague networks. These work closely with the organisation to celebrate diversity, address concerns, review policy and practice and empower their members. We recruit, train and promote without discrimination on the basis of race, religion, colour, sex or gender identity, sexual orientation, disability, age or other protected status. One of our values is ‘respect’, therefore we do not accept harassment or discrimination from any colleague, resident or third party.

Anchor – a great place to work

Anchor is England’s largest not-for-profit providers of care and housing for older people. Our heartfelt ambition is to transform housing and care so everyone can have a home where they love living in later life.

We’re not-for-profit which means every penny we make or save is invested in the people who live with us, the places they live and the people who work here. That means a better standard of care and customer service, better wages, more investment in training and development and improved facilities.

A rewarding environment

From health and happiness to finance and your career, we’ll give you all the support you need.

Health & happiness

• Gym, fitness and wellbeing discounts
• Mental health support
• Flexible working options

Finance

• Pension plan – contribute between 4% and 8% and we’ll match it or better
• Quick and easy pension transfer service
• Savings and financial advice, loans, free life assurance
• Discounts on shopping, holidays, phones, technology and more

Career

• Ongoing personal and professional development programme
• Leadership Pathways online learning resources
• Career progression and promotion opportunities

To see our full range of benefits, check out our dedicated rewards website  

Celebrating diversity, celebrating you

Anchor is proud to be an equal opportunity employer. We aim to celebrate diversity and inclusion in all that we do, as we know that the more diverse our colleagues are, the better care and support we can give to our residents and each other.  

We are proud to have an LGBT+ group for our residents, and also Disability, LGBT+ and race and ethnicity colleague networks. These work to celebrate diversity, address concerns, review policy and practice and empower their members.  We also have an Inclusive Ambassador network to allow all colleagues to be part of promoting diversity and to be an ally to others.

We are a member of Inclusive Employers, a Stonewall Diversity Champion, Menopause Friendly and a signatory to the Care Leaver Covenant, HouseProud Pledge and Age Friendly Employer Pledge schemes.