LiveWest is a leading provider of affordable housing in the south west, building up to 1,000 new homes per year. As the Aftercare Service Manager, you will lead the Aftercare team to deliver excellent customer service to customers in new build homes across LiveWest's operating area. Your team will respond to customers reporting defects in new homes, logging and reporting defects for repair by contractors/developers and ensuring repairs are completed in accordance with contract requirements, keeping customers regularly updated.

You will work closely with internal teams, and external builders/developers, to ensure defects are resolved deliver high levels of customer satisfaction.

Key Responsibilities:

• Manage and support the Aftercare team, providing effective leadership and performance management to ensure the team are engaged and motivated to deliver great customer service and achieve targets.
• Work closely with internal teams, external stakeholders, consultant and contractors/developer to build relationships that support and ensure the delivery of an effective Aftercare Service.
• Hold contractors/developers accountable for performance, ensuring value for money and adherence to contract service standards, and where appropriate arrange for defects to be resolved in default.
• Ensure customer insight and feedback is used to drive service improvements and maximise customer satisfaction.
• Ensure excellent defect record keeping, to enable accurate reporting of performance and trends, to identify opportunities for service improvement and innovation.

Why Join LiveWest:

At LiveWest, we are committed to putting our customers at the heart of everything we do. As the Aftercare Service Manager, you will have the opportunity to make a real impact, working in a supportive and innovative environment. Your leadership will be instrumental in creating a collaborative environment where we challenge convention, deliver together, and constantly seek to improve. Join us and be part of a team that is committed to providing high-quality services and delivering high levels of customer satisfaction.

This role is being offered on a full time, permanent basis working 37 hours per week. Hybrid working is available for this role, working 2-3 days per week in the office, depending on business need. You can be based in any of our 3 offices – Exeter, Weston-Super-Mare or Tolvaddon with regular travel between offices.

For further information about this role, please click here to view our candidate information pack.

We are committed to safeguarding and promoting the welfare of vulnerable groups. Appointment to this role is subject to a satisfactory basic DBS check.

To be successful in your application for the role of Aftercare Service Manager, you will have the essential skills and experience for a level 3 role (please see candidate information pack) and the following role specific skills and experience:

• Experience in a customer facing housing related setting as part of a team.
• Experience of working and dealing with contractors/developers.
• Knowledge of customer care and how important it is to delivering excellent customer service.
• Knowledge and understanding of building defects and NHBC and similar warranty policies.
• Ability to keep clear and up-to-date records, and make a positive contribution to the development of procedures and controls which ensure the integrity of data.
• A commitment to LiveWest’s values of customer focus, safety, continuous improvement, and collaboration.
• Have or be willing to work to obtain a Level 4 Housing qualification.

Please note: we are unable to provide visa sponsorship for this role; therefore, you must have the right to work in the UK to submit an application for this role.

• Working Style: Hybrid working with 2 - 3 days in the office to support your work/life balance.
• Generous Annual Leave: Start with 26 days, plus bank holidays, increasing to 30 days with length of service - and the option to purchase up to 5 extra days (pro rated for part time roles).
• Pension Contributions: Enjoy up to 9% employer contributions with our Defined Contribution scheme.
• Health Benefits and Perks: Access to a health care cash plan (worth up to £1,100 annually), virtual GP services, discounted gym memberships, and retail discounts including access to a Blue Light Card.
• Learning and Development: Invest in your future with ongoing personal and professional growth opportunities.
• Family Support: Policies designed to help you balance work and family life, including a new child payment.
• Wellbeing Matters: Priorities your health with mental health support, enhanced sick pay, wellness campaigns, and free flu jabs.
• Smarter Travel: Save with our Cycle to Work and Car Benefit schemes.
• Giving Back: Up to four paid volunteering days a year to support our communities.