Job Description

The ideal candidate will have significant experience in customer service management / aftercare management from within a full turnkey construction environment or building maintenance / property management sector, with experience and knowledge of the construction handover process. The role will be heavily involved in school build projects.

• To provide customers with the highest level of customer care, ensuring the customer experience during the transition from construction to occupation and in its first 12 months of use is market leading, in accordance with the Governments recommended soft landings process.
• You will be an integral part of the Operations team providing strategic solutions and proactive planning of all customer care issues on a reactive and planned basis liaising with operational management on the completion and management reporting.
• You will consider the customer experience throughout the scheme’s development and the within the (MI) to ensure that the company maintain their position within the framework. first 12 month of occupation ensuring the building performs as designed through the undertaking of 6 month post occupancy evaluation (POE) with the end user.
• You will manage the collation of the management information (MI) as prescribed by the Department for Education( Dfe) in a timely manner presenting to the Framework Management team of the Dfe.
• In liaison with the Operations team manage the communication to the customer of the close out of post practical completion defects.
• Proactively plan and manage the close out of the 12 months defects period to ensure the certificate of making good is released at the anniversary of practical completion to ensure that all outstanding retentions are released.
• Provide monthly Internal management reports to report on status of each project highlighting common issues to ensure that lessons are learnt and that costs are being managed in line with the defects provision held within the project.
• Input into bi-monthly, quarterly and bi-annual reporting prescribed by the Dfe.
• Ensure that the Operation and Maintenance user guides are written in a manner that the end user will understand to minimise unnecessary call outs.
• Ensure that training is provided to end users in the most efficient way for the operation of their building.
• Plan regular communication with the end user to ensure the building is performing as designed and offer support where issues occur.

Required Knowledge, Skills, and Abilities

Significant experience in an Aftercare Manager / Customer Service Manager / Defects Manager / Soft Landings Manager role from within a full turnkey construction environment or building maintenance  / property management sector, with experience and knowledge of the construction handover process. Proficiency with Microsoft Office Suite of programmes Good organisational and planning skills to develop customer service policies Excellent communication and presentation skills