Senior Aftercare Manager - Housing

We’re looking for a Senior Aftercare Manager to lead our new homes aftercare service, delivering a clear, reassuring and high‑quality experience for residents throughout the defects liability period. You’ll be a confident, people‑focused leader who builds strong relationships across teams and partners, stays composed in challenging situations and brings pragmatic, solutions‑driven thinking to every decision. This is a hybrid role where there may be some travel to sites within our area of operation (SE counties: Bucks, Beds, Berks, Herts, Cambs, Oxfordshire and some Greater London postcodes); ideally you should live within a commutable distance of these counties and have your own transport. Office attendance is required for at least 2 days per week for collaborative purposes, which is especially important as this role involves a lot of interaction and relationship building with other departments. Office base can be either High Wycombe, Bucks or Letchworth, Herts. Are you looking to join a growing, values-led organisation with a clear social purpose? At SettleParadigm, we’re proud to be the largest housing group in the region, managing over 30,000 homes across Buckinghamshire, Bedfordshire, and Hertfordshire. Everything we do is about delivering excellent services, high quality homes, neighbourhoods we can be proud of and maximising number of new affordable homes we build. Through our merger we’ve brought together shared values, skills and ambition, so we can build more affordable homes and make an even bigger difference in the communities we serve If you're ready to grow your career in a supportive, inclusive environment while helping to shape stronger communities, we’d love to welcome you on our journey. Together, we’re building a better future. You’re calm, empathetic and pragmatic, recognising that a home isn’t just a building, it’s where people feel safe, settled and themselves. When things go wrong, you bring composure and sensitivity, offering clear, practical solutions that genuinely reassure residents. A natural problem solver, you get to the heart of issues and find outcomes that work for residents, colleagues and contractors. You build trust quickly, communicate openly and collaborate with care - both with customers and across the business, creating strong relationships that support the needs of the organisation as well as the people who live in our homes. As a visible and supportive leader, you stay close to the detail, guide your team through challenging situations and help them feel confident supporting residents. You are able to see the bigger picture, using your understanding of how aftercare shapes the homeowner experience to prioritise effectively and drive meaningful improvements. Key Responsibilities • Lead and support the Aftercare team, modelling calm, confident and high quality service delivery - especially during difficult or emotive situations. • Oversee the full defects management process, ensuring issues are logged, tracked and resolved efficiently with clear communication throughout. • Step into complex or escalated cases, applying empathy, pragmatism and assertiveness to achieve effective and timely resolutions. • Build strong, solutions focused relationships with contractors, developers and consultants to support smooth and timely defect resolution. • Provide clarity, reassurance and consistent communication to residents, particularly when issues are complex or expectations need to be managed carefully. • Use data to spot trends, identify risks and drive improvements to reduce defects and enhance the post handover experience. • Lead investigations of complaints relating to Development, providing clear findings, fair conclusions and lessons learned. • Collaborate closely with Development, Sales, Customer Services and Asset teams to deliver joined up customer journeys and improve build quality. • Support team development in communication, customer service, contract awareness and problem solving. What We’re Looking For Must haves: • Experience in customer facing or operational roles where calm problem solving and handling difficult situations is key. • Strong people management experience within a customer focused, data driven environment. • The ability to balance empathy with clear, firm communication — knowing when to be reassuring and when to be assertive. • Confidence working with contractors and developers, negotiating resolutions and setting clear expectations. • Knowledge of defects, warranties, construction processes or aftercare (or the ability to learn quickly). • Excellent verbal and written communication skills. • A full UK driving licence and access to a car. Benefits At SettleParadigm, we believe in creating an environment where our people feel valued, supported, and inspired to grow. Our comprehensive benefits and rewards package reflects this commitment. annual salary: £53,972 (from 01 April 2026) 25 days holiday, increasing with service, plus Christmas closure and buy options Generous pension scheme – up to 9.5% employer contribution via salary sacrifice Family-friendly leave : Enhanced maternity, paternity, and adoption leave Health cash plan – claim up to £1,800 for everyday health costs (plus free kids’ cover) Life cover and income protection Flexible working – hybrid options, modern offices, free parking & EV charging And that’s just the beginning! We’re also thrilled to provide: Mental Health First Aiders available to support Car leasing via salary sacrifice (for permanent colleagues subject to conditions) Funded training, qualifications & apprenticeships 3 paid volunteering days in the local communities Peer-recognition rewards platform Paid professional subscription (one per year) Working Hours & Additional Pay Standard Hours: 37 p/w 9am to 5.30pm Mon-Thurs and 9am to 5pm on Friday. Our Commitment We are committed to creating an inclusive workforce, by reflecting and representing the diversity of the communities we serve. We would like to encourage applications from disadvantaged socio-economic backgrounds; people who identify as disabled, neurodiverse, members of the LGBTQ+ community and people from underrepresented groups. Accessibility and Adjustments We are committed to providing reasonable adjustments throughout our recruitment process and we’ll always endeavour to be as accommodating as possible. Please let us know in advance of any suitable arrangements required. Due to the nature of some of our roles involving work with vulnerable members of society, this post may be subject to a basic or enhanced Criminal Disclosure, which will be carried out when a conditional offer is made. Please ensure you fully answer the questions on the application form. Closing Date: Wednesday 25 March 2026 We reserves the right to close this vacancy earlier than the closing date should we find a suitable candidate.