Aftercare Manager

Aftercare Manager

LEAD OUR PREMIUM CLIENT SERVICES DIVISION

ABOUT HOMEPLAY

We've spent 20 years becoming one of the UK's most respected names in luxury home automation. Our clients invest hundreds of thousands of pounds in their systems, and they expect (and receive) exceptional service throughout the life of their installation.

We're CEDIA Members of Excellence, multiple industry award winners, and trusted CPD providers to BIID, SBID, and RIBA. We maintain a world-class Experience Centre and are members of the invite-only Cinergy Professional Development Group. Our client relationships often span decades, built on technical excellence and genuine partnership.

When you join Homeplay, you're joining a business with an established reputation for being the best at what we do.

THE OPPORTUNITY

This isn't a standard management role. It's a leadership position with genuine entrepreneurial scope.

You'll lead our aftercare division as your own operation, with the authority to shape how it runs and the financial reward to match: 20% of profit increases you generate.

What we provide:

• 20 years of established, high-value client relationships
• A premium brand with proven credibility in the luxury market
• Complete infrastructure: van, tools, systems, budget, Hubspot CRM, Zendesk, etc
• Freedom to operate with genuine autonomy
• Direct financial reward for the value you create

What we need from you: The drive to build something significant. The technical expertise to command client confidence. The commercial awareness to spot and develop opportunities. The discipline to deliver excellence consistently.

You'll have the entrepreneurial experience (making decisions, owning outcomes, being rewarded for results) within the stability and resources of an established business.

You bring the fire and the talent. We bring the clients, the brand, and the safety net. You build the revenue, you keep a significant share of it, and you sleep at night.

Best of both worlds.

YOUR RESPONSIBILITIES

Transform our aftercare operation from reactive to proactive. Currently, we respond to client requests as they arise. You'll evolve this into a consultative service that anticipates needs, informs clients of relevant developments, and ensures they're maximizing their investment.

Day-to-day:

• Respond to all support requests within 30 minutes during business hours
• Maintain and deepen relationships with high-net-worth clients
• Keep clients informed about technologies and upgrades that would genuinely benefit them
• Proactively identify where systems could be enhanced or improved
• Manage your own schedule and projects, from routine service to major system upgrades
• Build the aftercare division's reputation and profitability
• Deliver service that reflects our premium positioning
• Present yourself professionally at all times when representing Homeplay

First-year success metrics:

• Maintain our client satisfaction ratings above 95%
• Identify and close system upgrade opportunities across the client base
• Increase aftercare division profitability
• Establish yourself as the trusted advisor our clients turn to first

ESSENTIAL REQUIREMENTS

Technical expertise (non-negotiable):

• Deep knowledge of Control4 systems
• Extensive experience with Lutron Homeworks
• Strong understanding of Ubiquiti Unifi Networks
• Comprehensive networking and home automation expertise

Professional capabilities:

• Exceptional attention to detail and organizational skills
• Proven ability to manage complex client relationships
• Strong consultative sales approach: you identify genuine needs and articulate value
• Self-motivated with strong commercial awareness
• Excellent written and verbal communication
• Track record of delivering premium service in a luxury environment

Professional presentation: Working with high-net-worth clients in their homes requires a professional appearance at all times. Company uniform will be provided.

LOCATION & LOGISTICS

Based from our showroom in Sunbury-on-Thames, with clients primarily across the Home Counties and South East. Travel to client sites as required. Occasional international travel required.

Compensation & Benefits

Base salary: £55,000

On-target earnings: £65,000-£70,000

20% share of profit increases you generate for the aftercare division

Company van (take home every night)

All business fuel covered (you cover home-to-office commute only)

Company uniform provided

Laptop and iPhone

20 days annual holiday plus bank holidays

Genuine autonomy to manage your schedule and approachProfessional development opportunities within a CEDIA Member of Excellence organization

The role offers significant upside for someone who can build revenue. The earnings ceiling is determined by your results, not an arbitrary cap.

READY TO APPLY?

If this opportunity resonates with you (the technical challenge, the client relationships, the autonomy, the earning potential), we'd like to hear from you.

Visit (url removed) to begin your application!