Careers

Aftercare Supervisor

Purpose:

• To oversee day-to-day aftercare activities, supporting timely resolution of customer issues and maintaining high standards of service performance to support product quality, customer satisfaction, and operational efficiency.

Experience, Qualifications & Person Spec:

• Proven experience in customer service leadership, preferably in construction or modular building industry.
• Strong communication and interpersonal skills.
• Ability to manage and prioritise multiple tasks in a fast-paced environment.
• Proficient in Microsoft Office Suite.
• Problem-solving mindset with a focus on continuous improvement.

Key Competencies:

• Leadership & Team Development
• Customer-Centric Approach
• Analytical Thinking
• Conflict Resolution
• Process Optimisation

Key Responsibilities:

Team Leadership

• Supervise and motivate the aftercare team, ensuring adherence to company standards and KPIs.
• Provide training, coaching, and performance feedback to team members.

Customer Support

• Oversee handling of customer defects, complaints, and service requests related to our modular building fleet
• Ensure timely and accurate communication with clients throughout the project lifecycle and aftersales phase.

Process Management

• Identify and implement process improvements to enhance customer experience and efficiency.

Reporting & Analysis

• Prepare regular reports on service performance, customer satisfaction, KPI’s and issue resolution.
• Analyse trends and recommend strategies to reduce recurring issues.
• Challenge subcontractors on KPI’s and workmanship.

Collaboration

• Work closely with operations, sales, operatives and technical teams to resolve complex customer issues.
• Support initiatives to improve product quality and service delivery.