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Customer Experience Manager

Employer undisclosedRole managed by a recruiter

Lead post‑completion customer experience, manage defects & surveys for new‑build homes.

3d ago

Junior (1-3 years), Intermediate (4-7 years), Expert & Leadership (13+ years), Experienced (8-12 years)

Full Time

Enfield, England, United Kingdom

Onsite

Role

What you would be doing

nhqb compliance

customer liaison

issue management

defect coordination

data reporting

cost control

Ensure full adherence to New Homes Quality Board (NHQB) requirements and internal complaints procedures.
Serve as the main contact for customers from pre-completion through to the end of the 8-week survey period.
Ensure customer issues are logged, managed, and resolved within SLA timescales.
Attend site close-out meetings and provide feedback on recurring issues or material concerns to technical and commercial teams.
Comply with GDPR and all relevant data protection regulations.
Promote the 8-week and 9-month customer satisfaction surveys and follow up on participation as needed.
Ensure all work carried out by CSOs and contractors complies with Health & Safety policies and site regulations.
Ensure accurate data entry and reporting of all customer issues and activities.
Schedule CSO workloads effectively and ensure necessary materials are available for remedial works.
Maintain detailed records of all customer interactions and activities using COINS or equivalent systems.
Promote a safe and respectful working environment at all times.
Coordinate and manage all reported defects, ensuring timely completion and customer satisfaction.
Allocate and oversee work carried out by Customer Service Operatives (CSOs), site teams, and contractors.
Ensure all interactions with customers are handled professionally and in line with company standards.
Monitor contractor performance and escalate under performance to the Head of Customer Service.
Process purchase orders, invoices, and financial documentation promptly.
Identify opportunities for contra charges where applicable.
Control costs related to remedial works, ensuring all spend is authorised and in line with company policies.
Support the Head of Customer Service in preparing internal reports and attending meetings.
Conduct home demonstrations and post-completion visits (2-week and 4-week inspections).

What you bring

customer care

defect management

organised

communication