IAN WINGROVE
Halstead,Essex
Summary
Results-driven professional with a proven track record in project delivery, team management, and delivering change. Demonstrates faultless time management, exceptional attention to detail, and expertise in process failure analysis to ensure seamless operations and customer-focused outcomes. Skilled in job planning, team building, and fostering collaborative environments to achieve organisational goals effectively. Committed to driving continuous improvement and operational excellence across all initiatives.
Overview
7
7
years of professional experience
2
2
years of post-secondary education
Work History
Customer Experience Manager
Conductor
London
09.2024 - 02.2025
- As a Customer Experience Manager within the New Build Property industry, I play a key role in ensuring a seamless experience for all stakeholders, including clients, contractors, and sales teams
- I oversee the mobilisation of multiple projects to ensure they are thorough, efficient, and set up for a successful handover at Practical Completion
- I manage the snagging process for a large number of properties, ensuring that the final product meets agreed benchmarks, British Standards, and NHBC guidelines, while closely monitoring the implementation of Building Regulations
- Collaborating with the sales team, I keep customers informed throughout the property purchase journey, which includes site visits during construction and regular communication through newsletters
- At legal completion, I lead the key handover and home demonstration, becoming the single point of contact for customers
- During the Defect Liability Period, my team and I manage any defects in collaboration with the contractor's aftercare team, ensuring strict adherence to agreed service level agreements (SLAs)
- Manage and plan sub-contractor works including, resource, scope, managing works and signoff
- Manage client snagging budget
Customer Care Co-Ordinator
Legal & General Affordable Homes
East of England
07.2024 - 02.2025
- Direct delivery of the LGAH onboarding process
- Including home demonstrations
- Assisting and dealing with complaints within my region
- Embedding a clear handover process
- Ensuring the quality of all homes is at the required standard
- Work with management to enhance the customer experience
Quality & Aftercare Manager
Vita Group
Manchester
09.2022 - 03.2024
- Within this role I was the head of Quality and Aftercare for Vita Student covering all UK and Europe developments
- On average I was responsible for signing off the quality of over 1000 accommodations per year and then taking over the overall responsibility for managing the defect process
- Initially I would lead in driving the highest of quality standards
- During the build my role was responsible for working with the principal contractor to develop, snag and accept a ‘benchmark' product
- This would then be used as the basis for all client snagging usually undertaken by a clerk of works team whom I would manage
- I would have regular meetings with all stake-holders to ensure the level of quality being delivered was to the agreed acceptable and consistent standard
- I would work with all stake-holders to manage any delays to the build and the possible financial and reputational damage that could have on the business
- At the end of the build stage, I would review all internal and external cosmetics of a building to ensure all was in compliance to the ER’s
- My role would also ensure building regulations were adhered to in particular Parts M & K
- Post building completion I was responsible for the first year of defect management with the operations team working closely with the contractor's aftercare team, to ensure any defects were remedied effectively and as per the contract
- I would work with the principal contractor to set up and then monitor the initial 1 year PPM contracts to ensure the safe and reliable running of all systems including fire safety
- Post 1 year I would assist the operational team to set up new external PPM contracts to cover the same
Director of Projects
Atelier Red Ltd
London
01.2019 - 08.2022
- Within this role I primarily worked as Clerk of Works and Quality Finishing Manager
- I was heavily involved with the Fulham Riverside project with client Riverstone
- This project was a high finish, later living product in central London
- I was seconded to CAST Consultancy, who for this project, were the project management consultancy
- Prior to my appointment this project was experiencing significant problems with Quality Assurance
- Under my leadership, we commenced the use of a QA system and began to retrospectively review all prior works
- The system was used to monitor, action and review works were needed
- Helping ensure the project could move forward but also ensure an accurate record was being created and maintained
- My role also involved various visits to the suppler factories all over the United Kingdom to ensure the build process and product was meeting that of the ER's (employers requirements)
- Again, to help mitigate any problems later on site
- Working within the NHBC guidelines, I was able to guide, coach and lead the team to undertake the quality inspections of both the residential accommodations and amenity areas
- On commencement we would be identifying over 100 quality items
- After assisting the contractor in the sequencing of works both in the construction, fitout and finishing process, we reduced the number to circa 20
- I was also lead on the quality inspections for Legal & General Build to Rent Boxmakers Yard in Bristol
- This was a consultant role under Alex Sangway
- I, along with my team, undertook all quality inspections to the plots ensuring the agreed level of quality as per the ER’s were being met
- This required building positive relationships with Vistry the principle contractor
Consultant Clerk of Works
Atelier Red Ltd
London
10.2017 - 01.2019
- The previous role of Clerk of Works on the Broadmoor Hospital redevelopment in which my duties included:
- Monitoring progress to ensure timely completion aligned to detailed design specifications
- Upholding highest quality standards for exceptional finished-project results
- I often had to manage any issues and delays effectively and efficiently for swift resolution and continued project progress
Education
Diploma of Higher Education - Fire Regulations
04.2023 - 02.2024
ICWCI - Clerk of Works
University of Wholverhampton
09.2019 - 06.2020
Skills
- Results drive
- Project delivery
- Faultless time management
- Exceptional attention to detail
- Delivering change
- Job planning
- Team management
- Customer-focused
- Team building
- Process failure analysis
Custom
I am a keen amateur athletic runner and regularly run marathons.
Timeline
Customer Experience Manager
Conductor
09.2024 - 02.2025
Customer Care Co-Ordinator
Legal & General Affordable Homes
07.2024 - 02.2025
Diploma of Higher Education - Fire Regulations
04.2023 - 02.2024
Quality & Aftercare Manager
Vita Group
09.2022 - 03.2024
ICWCI - Clerk of Works
University of Wholverhampton
09.2019 - 06.2020
Director of Projects
Atelier Red Ltd
01.2019 - 08.2022
Consultant Clerk of Works
Atelier Red Ltd
10.2017 - 01.2019
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