deverellsmith
Senior Aftercare Executive
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Aftercare Executive
Role Summary
The Aftercare Executive is the main point of contact for customers reporting defects during their warranty period. The role combines customer service, case management, team supervision and administration, ensuring defects are resolved efficiently and within agreed KPIs.
Key Responsibilities
- Team supervision: Oversee Aftercare Coordinators, monitor workloads and KPIs, provide coaching and support, and handle complex or escalated cases.
- Customer service: Respond professionally to customer queries and defects via phone, email, and WeChat; investigate issues and coordinate with contractors and internal teams to achieve timely resolutions.
- Case management: Monitor open defects, arrange appointments and resources, follow up on outstanding issues, and ensure cases are closed promptly.
- Systems & administration: Maintain accurate records, correspondence, and reports in Salesforce and other trackers; manage shared inboxes and customer communications.
- Coordination: Work closely with construction, design, quality, aftercare, and customer service teams to resolve issues effectively.
- Projects: Lead coordination of defects or works affecting multiple properties where required.
- Customer experience: Support handovers, home demonstrations, post-completion activities, and customer feedback initiatives.
- Process improvement: Identify opportunities to improve efficiency, service quality, and team processes.
- General support: Provide cover during absences and undertake other reasonable duties as required.
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Essential Skills & Experience
- Strong customer-focused approach and excellent communication skills.
- Experience supervising or supporting colleagues in customer service or aftercare.
- Excellent telephone, written, and interpersonal skills.
- Strong organization, attention to detail, and ability to meet deadlines.
- Good problem-solving skills and confidence handling escalations and competing priorities.
- Ability to influence and coordinate others to achieve results.
- Proficient in Microsoft Office and Salesforce/CRM systems.
- Ability to build effective relationships across multiple teams.
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Desirable
- Experience in property, construction, or residential aftercare.
- Previous supervisory experience.
- Basic understanding of building/construction terminology.
Key Behaviours
The Successful Candidate Will Be
- Decisive and delivery-focused
- Clear and adaptable in communication
- Collaborative and reliable
- Proactive and solutions-focused
- Curious and willing to learn
- Confident in challenging issues and addressing problems
- Passionate, resourceful, and positive
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