After Sales Manager

London (Greater)
£48,000 + Benefits Package
03 Apr 2019
21 Apr 2019
Full Time
Organisation Type
Housing association / RP

Metropolitan Thames Valley Housing is one of the UK`s leading providers of affordable housing and care and support services. We employ over 1900 people to manage and develop our large portfolio of nearly 56,000 homes serving over 75,000 customers across London, the East Midlands, Southern and the East of England.

We are looking for an experienced a After Sales Manager to join our busy office in Farringdon.
Overall Responsibility:
Manage, support and supervise a team of Equity Loans & Staircasing Consultants covering all Equity Loans and Staircasing activities across MTVH property portfolio. Responsible for collecting approximately £104 million pounds from Staircasing & Equity Loan activities across MTVH shared ownership and equity loans portfolio each year. Ensure that MTVH After Sales regulated activities comply with FCA requirements at all times. Achieve and exceed set targets of all after sales activities while improving customer satisfaction.

Main Accountabilities:
-Manage, supervise, motivate and provide leadership to home ownership specialist, equity loans and staircasing consultants.
-Ensure that after sales activities are checked and approved in accordance with MTV policies and procedures and money laundering regulations.
-Ensure the team achieve or exceed the after sales income targets for all equity loans and staircasing activities.
-Produce weekly, monthly and quarterly equity loans, staircasing and customer satisfaction data and provide trends reports to the Head of After Sales
-Develop and maintain positive working relationships with key internal and external stakeholders.
-Ensure the team handle customer data in strict compliance with General Data Protection Regulation (GDPR) and best practice.
-Recruit new staff and ensure they are effectively trained on After Sales products, regulatory compliance and MTVH policies and procedures.
-Set and manage the teams budget and take steps to maximise income generation and make recommendations to the Head of After Sales on how to increase income.
-Working with the Marketing Team to deliver the After Sales Marketing Plan and budget
-Line manage staff and conduct regular 121`s, performance and appraisal reviews.

Key experience and qualifications required:
-Demonstrable experience in leading and motivating an after sales team.
-Proven experience of providing excellent customer service to all stakeholders
-Proven experience in training and developing team members.
-Experience of working to tight deadlines to achieve monthly targets
-Evidence of championing customer service and innovation in service delivery
-Flexible approach, experience and strong commitment to Equal Opportunities
-Experience of managing budgets
-Providing sales and agency services to third parties and customers.
-Demonstrable continuous business improvement philosophy and practice

Interview Date: TBC

How we reward you
Our staff are as important to us as our customers. When working with us you will be introduced to a huge variety of benefits including:
-A unique benefits package that can be adapted to suit each individual.
-The opportunity to choose from a wide variety of benefits which includes options around Health and Wellbeing Programme
-Employee Assistance
-Discounts with multiple retailers and many more.
-An impressive Pension Scheme
-28 days annual leave plus bank holidays, with the ability to buy and sell up to 5 days!

Our promise
All employment decisions at MTVH are based on business needs, job requirements and individual qualifications, without regard to age, disability, gender reassignment, marital status, pregnancy or maternity, race or religion, sex or sexual orientation.

"We are proud to have been recognised by Disability Confident for our commitment to disabled people and those with long term health conditions by providing fair and equal opportunities for all applicants enabling them to fulfil their potential and realise their aspirations."

To apply: Please upload an updated CV and a one page supporting statement outlining why you are interested in the role, MTVH and how you meet the key criteria for the post.


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