Customer Relations Manager

Description

• Prepare and distribute inspection reports to site teams and internal stakeholders.
• Record and update weekly progress reports for each development on Keys.
• Complete a review prior to customers entering their 9-month survey window, to ensure that we are achieving leading customer service standards and performance measures in order to achieve our HBF target.
• Identify trends and common issues and feed these back for continuous improvement.
• Post legal completion, record routine defects identified on the 10-day courtesy visit onto Keys.
• Attend registered partners end of year defects, agree on works to be undertaken and manage any issues to conclusion
• Engage with partners prior to site start up to forge positive relationships ongoing.
• Assist with a smooth transition from Build to Customer Service once all works have been completed from the courtesy visit.
• When on site, review any issues which may impact customer journey and feedback to the relevant departments.
• In conjunction with the Build, Sales and wider Customer Service team, continuously review the customer journey to promote a positive return on the 8-week satisfaction survey.
• Delivering customer service excellence and best practice within a fast paced and challenging environment.
• Ensure that customers are aware of the support and cover provided under the terms of their service warranty.
• Attend escalated complaints to ensure that an amicable solution is reached.
• Undertake NHBC inspections/resolution meetings.
• Carry out a Finesse and Functionality inspection of plots prior to legal completion, to ensure quality and consistency of our product.
• Working with multiple teams within established processes and procedures
• Liaise regularly with the relevant site management to monitor the progress of customer defects to ensure that these items are closed within 28 days.

Requirements

• A background in construction / housebuilding
• Complex customer complaint resolution.
• Accurate and consistent approach in maintaining records.
• Able to engage and build positive working relationships with our supply chain, partners, and stakeholders to manage customer journey.
• Excellent time management, planning and prioritization skills.
• Proactive approach, with attention to detail and the ability to work independently and make key decisions.
• Ability to build and maintain positive customer relationships.
• Awareness of contract terms, conditions, and house type specifications
• Highly developed analytical, oral, and written communication skills
• Good working knowledge of Excel, Microsoft Word, and Outlook.
• Full Driving license with a willingness to travel
• Practical knowledge of NHBC, LABC & Premier Guarantee guidelines useful but not essential

Benefits

• Competitive pension scheme through salary sacrifice
• Private medical insurance, with employee paid cover
• Salary sacrifice car scheme available to all employees
• Employee rewards portal with many more benefits...
• Competitive basic salary and annual bonus
• Share save and share incentive schemes
• Life assurance at 4 x your annual salary
• Up to 33 days annual leave plus bank holidays increasing to up to 39 days with service
• 2 Volunteering days per annum
• Company car, car allowance or travel allowance

Training + Development

Interview process

Visa Sponsorship

Security clearance