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Merit is an offsite construction and digital manufacturer, specialising in the design, manufacture and build of high-quality facilities for the healthcare, life sciences, education, semiconductor and battery tech sectors.
At the core of Merit’s mission is a commitment to transforming the construction industry into a more productive and efficient sector. By completing projects in a third of the time compared to traditional methods, we offer significant time and cost savings to our clients. Our dedication to quality, efficiency, and personalisation ensures that we deliver facilities that exceed expectations.
The Role
We are seeking a Client Aftercare Co-ordinator to join our highly innovative team. The focus will be our client’s first port of call whenever a defect is identified with our buildings following handover. You will assess whether it is a defect we should be fixing or something the client has done or should be maintaining, coordinate with suppliers/subcontractors and the Merit internal Operations & Factory Teams, and work with the procurement, finance, and commercial teams, interfacing on subcontractor payments, retentions, and contracts.
You will be required to read and understand contracts and the scope of work we are required to deliver, cross-checking and ensuring the liability of the defects is properly allocated. As part of this assessment, you may need to check third parties' contracts to ensure defective products should not be replaced under warranty previously given.
Co-ordinate the defect’s list across multiple projects and investigate the root cause, registering them as non-conformance when required and re-launching a Lessons Learned Procedure across the business.
Please note that travel to Merit Sites will be required occasionally.
Key Responsibilities:
* Assist the management and development of required deliverables across multiple projects.
* Investigate the root cause for defects and ensure the liability is allocated appropriately according to the suppliers/subcontractors' warranties and scope of works.
* Allocate resources to rectify defects respecting contract rectification periods and ensuring alignment with client expectations.
* Re-launch a Lessons Learned Procedure across the business and present results at the end of the projects.
* Create, develop, and maintain All Standard Operating Procedures.
* Ensure compliance with ISO 9001 standard.
* Engage with Operational Processes and Operations Team to meet client’s expectations.
* Conduct process audits against approved documentation.
* Ensure that the company's Health, Safety & Environmental policies are implemented consistently across the organisation.
* Demonstrate great computer and communication skills.
* Ability to work under pressure and deliver against set objectives.
* Possess well-developed inter-personal skills to engage confidently and effectively with a wide range of stakeholders.
* Exhibit confidence to work with all levels within Merit to challenge assumptions and behaviours where appropriate.
* Show proactivity in resolving issues, be self-motivated, determined, and have a ‘can do’ attitude.
* Possess strong organizational skills.
* Ability to read contracts and maintain attention to detail.
* Hold qualifications/knowledge in Quality (ISO 9001).
* Have qualifications/experience in Auditing.
* Possess experience and understanding of Standard Operating Procedures.
* Demonstrate proven ability to implement new procedures into established, historical processes.
* Challenge current practices and suggest improvements.
* Hold a Full UK Driving License.
* Desired: some technical knowledge.
* Desired: experience in Project Management.
* Desired: experience in GMP documentation standards.
Seniority level
Associate
Employment type
Full-time
Job function
Administrative, Customer Service, and Management
Industries
Construction
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