Head of Aftercare

JOB TITLE:          Head of Aftercare

LOCATION:         Flexible on location - Birmingham, Bristol, Edinburgh, Leeds, London, Manchester

HOURS:              Full-time

About this opportunity

Lloyds Living is an exciting, new standalone company, with a new brand, as part of Lloyds Banking Group, which will focus solely on the private rental market. The move builds on the Group’s existing support for the housing market as one of the biggest mortgage lenders to first-time buyers, home movers and private landlords. Since 2018, Lloyds Banking Group has provided almost £40bn of mortgages in the UK, and helped one in four first time buyers to get onto the housing ladder.

The intention is to work with leading house builders, and other participants, through strategic partnerships to identify sites and support the building of additional housing, with Lloyds Living buying the rental element of these new developments. The properties then being let to customers. As well as ensuring continued support for the house building sector this will also help to address the continued increase in demand for rental properties at the same time. The properties, which will be incremental stock to the UK, will provide modern, good quality homes to meet the demands of a growing rental market, and they will be within easy reach of local transport, amenities and leisure facilities.

Within our newly created team, we’re looking for a Head of Aftercare to work alongside and report into the Development Director. You’ll be responsible for the implementation of an in-House Aftercare Team and management of the transitional period of taking the management of aftercare from our Managing Agents to our newly developed in-house Aftercare Team. You’ll have the best interests of our customers at heart in ensuring that any defects or concerns reported post completion are dealt with by our Developer partners and or Managing Agents in a prompt manner and to the highest standards, ensuring Contractual SLA’s are achieved and customer satisfaction and maintained to the highest level.

As Head of Aftercare at Lloyds Living, you’ll be leading on Post Completion Management including:

• Development and implementation of comprehensive aftercare strategies to ensure high levels of customer satisfaction and retention.
• Grow, lead, mentor, and manage a team of aftercare managers, providing guidance and support to achieve departmental goals.
• Monitor and analyse aftercare performance metrics, identifying areas for improvement and implementing corrective actions.
• Collaborate with Developers and Managing Agents, as well as other Lloyds Living departments, such as Development, Operations and Customer teams and ensure a seamless customer experience.
• Handle escalated customer issues and complaints, ensuring timely and effective resolution.
• Stay updated on industry trends and best practices in aftercare and customer service.
• Prepare and present regular reports on aftercare performance to senior management.

What you’ll need:

• Proven experience in a leadership role within aftercare, customer service, or a related field Within Construction/ Real Estate/ Affordable House Sectors.
• Knowledge of construction in the residential housing sector
• Customer-focused mindset with a passion for delivering exceptional service.
• Excellent communication and interpersonal skills.
• Proficiency in using customer service software and tools.
• Strong leadership and team management skills.
• Ability to analyse data and make informed decisions.
• Excellent Reporting Skills
• Educated to degree level or equivalent on the job experience

About working for us

Our focus is to ensure we’re inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. 
As an inclusive employer, we offer Workplace Adjustments for colleagues with a disability (which may include longterm health and neurodivergent conditions) where it is 
reasonable to do so. This could include flexibility with regards to office attendance, location, and working pattern. 
If you have a disability, you can also apply via our Disability Confident Scheme (DCS). Through the DCS, we guarantee to interview a fair and proportionate number of applicants 
with a disability, whose application meets the minimum criteria for the advertised job role.
We also provide adjustments that are reasonable throughout the recruitment process to reduce or remove barriers for applicants with a disability, long-term health 
condition or neurodivergent condition. If you’d like an adjustment to the recruitment process just let us know.

Ready for a career where you can have a positive impact as you learn, grow and thrive?

Apply today and find out more!