Our purpose is to provide good, affordable homes that are the foundation for a better life - and our vision is thriving communities, over generations. We provide over 85,000 homes and invest in communities across London, the South East, South West and East of England, as well as aiming to create thousands of new affordable homes every year.
The Role
This role will be responsible for providing an exceptional customer care service for the investigation and resolution of latent defects raised outside of the DLP. The Latent Defects Manager will liaise effectively with all internal and external stakeholders to ensure that the correct diagnosis of issues is determined and a fair outcome is achieved for all parties, maintaining an excellent customer experience throughout.
Responsibilities include
*Detailed reporting providing evidence to pursue developers and/or warranty claims under their contractual obligations, or to support internal teams to devise a programme of remedial works where a claim is not valid
*Assist in the review of new schemes’ designs and specifications and prepare reports, identifying potential quality, design and specification issues.
*Provide feedback to internal teams on defect themes and trends, proposing solutions to common concerns to reduce repeat issues, reduce costs and help shape future design and specification
*Monitor Contractors and relevant Consultants to ensure that jobs are completed in line with agreed timescales.
*Manage internal and external stakeholder needs and expectations to deliver an excellent service.
*Assisting residents and colleagues with accurate defect diagnosis, to ensure the appropriate action is taken and the contractual obligations of the development contractors are upheld.
*Ensure customer satisfaction, defect and quality targets are met through effective communication with both internal and external stakeholders.
What we need from you
*An understanding of building warranties, contracts and how they differ between projects
*Customer-focused mindset with a passion for delivering exceptional service
*Strong attention to detail and commitment to quality
*Construction technology and building pathology knowledge with experience of managing different forms of defects/repairs
*Able to interpret drawings, specifications and other building contract documentation
*Good negotiation skills
*Strong report writing skills, tailored to the end user
*Proficient in the use of the Microsoft Office package especially Word, Excel, Outlook etc.
What we can offer
*Hybrid, flexible working
*25 Days Holiday + Bank Holidays (with an extra day every year up to 30 days)
*3 days per year paid wellbeing days
*A chance to buy or sell holiday as part of our flexible benefits package
*A generous pension scheme matching up to 12%
*Life cover as soon as you join us