Customer Relations Manager

Description

• Builds relationships with other functions and works collaboratively with them to resolve customer issues
• Identifies ways of working that could be more efficient and/or cost effective and puts forwards ideas for improvement
• Builds relationships with subcontractors and suppliers to ensure they understand our expectations of their customer commitments and provide feedback where appropriate to ensure continuous improvement of our service offering
• Ensures issues have quality notes for reference so there is an accurate record of all customer interactions
• Takes responsibility for their own development by asking for feedback on their performance to ensure ongoing improvement
• Invites all customers to a Home Demonstration and Pre-Completion Inspection ahead of legal completion, so their moving-in day is as easy as possible
• Visits customers after they have moved in to collect their snagging list and any defects and works in collaboration with the Site team to resolve issues
• Works independently and in an organized and well-planned manner to resolve issues, tasks and complaints within the required SLA
• Keeps up to date with house type ranges, products, specifications and new technology in the home, to ensure informed conversations with customers
• Builds relationships with other functions and works collaboratively with them to resolve issues.
• Identifies gaps in their customer engagement ability (verbal and written) and takes responsibility for the continuous improvement of these
• Acts as an inspiring role model across the team in the delivery of great customer service
• Always engage with customers in a professional manner so they are assured we have understood their problem and trust that we will act to resolve this quickly
• Works collaboratively with the Site and Sales team to ensure Home Quality Inspections, Home Demonstrations and Customer Journey Aftercare events are carried out in a timely manner, relative to the customers anticipated legal completion date
• Looks for solutions when blockers to remedying customer issues arise and ensures the Customer Director is made aware when issues cannot be resolved within SLA

Requirements

• Proven ability to work collaboratively, manage complex internal relationships and challenge appropriately
• Proven track record of ability to manage complex customer matters
• Previous experience of working in the housebuilding industry
• Proven ability to remain calm, measured and resilient in challenging situations
• Demonstrates a solution focused approach to ensure SLA’s are achieved and conflicting priorities are managed well
• Always demonstrates positive behaviour when discussing or interacting with customers
• Able to demonstrate ability to work flexibly, efficiently and reliably, with some weekend and end of day hours
• Strong interpersonal, communication and relationship building skills

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance