Leeds , Yorkshire and Humber

Construction Aftercare Manager (Customer Service Manager)

Full Time , Permanent

Reference number: CON02568

Closing date:

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Construction Aftercare Manager (Customer Service Manager)

We have an exciting opportunity for a Construction Aftercare Manager to join our Yorkshire team at Willmott Dixon, taking responsibility for delivering an exceptional aftercare service across our construction projects.


At Willmott Dixon, aftercare is about more than resolving defects. It's about building lasting customer relationships, proactively identifying issues and ensuring our customers receive outstanding service long after their buildings have been handed over.


We're looking for someone with strong construction knowledge, a proactive approach and a genuine passion for customer service. You don't necessarily need previous aftercare experience; we'd welcome applications from people with backgrounds in construction operations, site management, trades supervision or facilities management who are looking for a new challenge.


Reporting to the Senior Customer Service Manager, you'll manage aftercare across a varied portfolio of projects throughout Yorkshire, spanning sectors including education, leisure, healthcare, residential and blue light.


This is a hands-on, customer-facing role where you'll regularly visit projects, build relationships with customers and building users, and work closely with our operational teams and supply chain partners to resolve defects efficiently.


You'll typically become involved around 12 weeks before handover, supporting customers throughout the 12-month defects liability period. Alongside managing day-to-day defects, you'll also take ownership of more complex latent defects, investigating issues and coordinating effective solutions.

Key Responsibilities


  • Customer relationships: Delivering an exceptional aftercare experience, proactively supporting customers and building users, and ensuring they feel supported throughout the aftercare period.

  • Defects management: Taking ownership of defects across multiple projects, investigating issues and coordinating timely, cost-effective resolutions.

  • Proactive site involvement: Regularly visiting projects, identifying potential issues and supporting operational teams ahead of handover.

  • Latent defects: Leading investigations into more complex issues, developing resolution plans and managing remedial works.

  • Collaboration: Working closely with operational teams and supply chain partners, influencing others to ensure defects are resolved effectively.

  • Commercial management: Balancing customer satisfaction with commercial responsibilities, including managing retention and Making Good Defects Certificates.

  • Continuous improvement: Sharing lessons learned to improve quality and prevent recurring issues.

What We're Looking For

We're open-minded about your background. You might already work in aftercare or have experience in construction operations, site management, trades supervision or facilities management.


What's most important is your attitude, technical understanding and willingness to take ownership.

Essential and Desirable Criteria

Essential



  • Good practical knowledge of construction methods, building components and how buildings operate.

  • A proactive, hardworking approach with the ability to manage multiple projects and competing priorities.

  • Excellent communication and relationship-building skills, with a strong customer focus.

  • The confidence to investigate problems, make decisions and coordinate practical solutions.

  • The ability to influence operational teams and supply chain partners to achieve results.

  • Commercial awareness and a sound understanding of health, safety and environmental responsibilities.

  • A full driving licence and willingness to travel throughout Yorkshire.


Desirable



  • HNC or degree level relevant qualification

  • Relevant trades qualification,

  • SMSTS

  • CSCS card.

In Return

We reward our people generously with a competitive salary and a market-leading benefits package, including an enhanced pension scheme, private medical options, life assurance, incentive bonus and access to our sustainable car scheme.


You'll also benefit from a supportive working environment, flexible working wherever possible and opportunities for continued professional development.

About Us

Willmott Dixon is a privately owned construction and interior fit-out company, founded in 1852. We're proud of our family values, our commitment to sustainability and our ambition to leave a positive legacy in the communities where we work.


Our people are at the heart of our success, and we're committed to creating an inclusive environment where everyone can thrive and develop their career.


We're proud to be recognised as one of The Sunday Times Best Places to Work 2025 and are a member of the Disability Confident Scheme.

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