Aftercare Service Delivery Manager

• Support the Head of Aftercare in managing the aftercare division
• Act as the key point of contact between clients and the Aftercare team
• Step in as deputy for the Head of Aftercare when required
• Manage and motivate the team to meet and exceed KPIs
• Oversee service delivery via the ticketing system, ensuring efficiency and accuracy
• Serve as the second line point of escalation for client service issues
• Maintain strong client relationships, focusing on satisfaction and retention
• Identify opportunities to generate additional monthly revenue
• Ensure service delivery meets deadlines, contractual obligations, and quality standards
• Uphold a professional approach when working with Prime and Super Prime clients

• Strong interpersonal, communication, and conflict resolution skills
• Proven background in client relations, account management, or customer service
• Excellent verbal and written communication abilities
• Solid administration, coordination, and project management skills
• Detail-oriented with strong analytical abilities
• Ability to lead, motivate, and develop team members
• Experience with ticketing and/or contract management systems
• Track record of creating and delivering training plans
• Ability to work under pressure with a positive, solutions-focused mindset
• Experience in reporting and spotting trends within performance data

Familiarity with smart home technologies (advantageous)

• 20 days holiday plus bank holidays
• Pension scheme with employee contributions
• Company healthcare after 3 years of service
• Cycle to work scheme
• Supportive, flexible working culture