Aftercare Manager - Glasgow - #1779653

About The Role

JOB TITLE - Aftercare Manager

REPORTING TO: Project Manager

DIVISION: Building

LOCATION: Glasgow (with additional travel in Scotland)

CONTRACT TYPE: Permanent

BENEFITS: Car Allowance, Pension, Private Medical Cover, Life Assurance Scheme + more

Job Summary

As the GRAHAM business continues to grow and develop we are looking for an experienced Aftercare Manager to join the team in the Scotland for our Building Division. As an Aftercare Manager, you will be required to manage all related issues through to resolution, this will be conducted via face-to-face meetings, email, telephone, and web-based systems and will involve building relationships with both customer and sub-contractors. The ideal candidate will have experience of working on a wide range of projects both in value and complexity as well as having experience of dealing with post completion defects.

Job Description

Step into a vital role where your expertise ensures the delivery of outstanding customer service and aftercare across our projects. You'll be instrumental in maintaining company policies and procedures as well as driving the smooth and efficient operation of the department.

Expected Duties

• Attend projects during the final stages of construction to familiarise yourself with the project and establish connections with key client personnel.
• Efficiently handle defect reports from customers, logging, tracking, and closing them within agreed timescales, following the MGD period.
• Provide skilled resources to manage and resolve customer issues promptly.
• Hold sub-contractors accountable for defect-associated costs, maintaining records communicated to the project QS.
• Keep Project Managers and Construction Managers informed about all defects and involve them in closing out major issues.
• Ensure personal and team compliance with relevant policies, including Health, Safety, and Environmental best practices.
• Handle all contacts (calls, emails, online, Social Media) professionally, recording issues in the company's system.
• Coordinate inspection and rectification of remedial inquiries, agreeing on valid warranty issues within set KPIs.
• Liaise between Site Management teams, Customer Care operatives, and external Sub-contractors to ensure efficient completion of all remedial works.
• Support cost control measures to optimise GRAHAM’s commercial position.
• Maintain records of completed works.
• Provide full and effective support to the operational teams.
• Liaise with the Commercial/Buying departments to order materials in line with defect resolution arrangements, completing contra-charges when applicable.
• Undertake post-completion satisfaction calls to customers.
• Report trends to the Regional Quality Manager and Regional Design Manager.
  
  

What's in it for you? Embrace the challenges of a dynamic and ever-evolving environment within a forward-thinking organization. Alongside an attractive salary and benefits package, we foster your personal growth and development.

Essential Competencies

• Demonstrate previous experience in Aftercare, defect investigation, and resolution.
• Possess broad construction technical knowledge.
• Exhibit commercial and contract awareness.
• Showcase proven and effective leadership skills.
• Demonstrate experience in managing a project team.
• Proven experience in implementing relevant Health & Safety procedures and fostering a safety culture.
  
  

Desirable Competencies

• Knowledge of Environmental, BREEAM, and CCS systems and procedures.
• Possess competent knowledge of IT packages.
  
  

This job description is intended to give the post holder an appreciation of the role envisaged for the Aftercare Manager and the range of duties to be undertaken. It does not attempt to detail every activity. Specific tasks and objectives will be agreed with the post holder at regular intervals.

Our Commitment

At GRAHAM, We Are Proud To Say That We Are a Committed Equal Opportunities Employer And We Aim To Be The First Choice For People From All Backgrounds. We Seek To Promote Respect For The Individual And Equality Of Opportunities. We Believe That Everyone Should Be Treated Solely On The Basis Of Personal Merit And Contribution Throughout Their GRAHAM Career Journey And Not On The Value Of Artificial Barriers, Prejudices, Or Preferences. If You Require Any Adjustments Or Accommodations During The Application Or Interview Process, Please Let Us Know. We Welcome Applicants From All Backgrounds. We Are Dedicated To Making Our Policies And Guidance Accessible To All Applicants And Employees. If You Need This Document In An Alternative Format, Such As Large Print, Audio, Or Braille, Please Contact Us At

• Email: [email protected]
• Phone: 07384 916355
  
  

Role

As a Disability Confident Employer, we guarantee an interview to disabled applicants who meet the minimum essential criteria for the role. If you would like to apply through the Disability Confident Interview Scheme, please contact Louise Hunter, Resourcing Manager, at:

• Email: [email protected]
• Phone: 07384 916355
  
  

We are only able to consider applications from individuals who are eligible to live and work in the UK, as per Home Office regulations. Please check your eligibility with the regulations before applying. Individuals with a current time restricted right to work in the UK, should contact the Human Resources team in the first instance. A basic disclosure may be requested if security clearance is required by 3rd party clients and a criminal record will not necessarily be a bar to obtaining a position. Our Access NI/Vetting and Barring Scheme Policy and Policy on the Recruitment of Ex-Offenders is available upon request. GRAHAM reserves the right to carry out checks to ensure the validity of an applicant’s experience and/or qualifications and we expect all applicants to comply with any such requests for information. Failure to do so or evidence of any falsification of information will lead to either removal from the recruitment process or if already in employment potential termination of contract through the company disciplinary procedure.

About You

Not Specified