Customer Services

New Homes Customer Service Manager

Full Time Permanent

Jobs Near Me

We are looking for a talented Hampshire based Customer Service Manager on behalf of a leading house builder. You’ll lead and manage a team delivering a world class customer service for owners, leaseholders and residents achieving outstanding levels of customer satisfaction from the point of legal completion through the 2-year warranty period and beyond.

Primarily focused on ensuring plots are handed over to customers with zero defects, ensuring a strong brand experience with each customer, and leading the aftercare service via subcontractors.

Key Responsibilities:

* Reviews sales, product and service literature to ensure thorough product details are provided and an acceptable compatibility of expectation and delivery capability

* Contributes to establishing a zero-defects customer experience by undertaking rigorous quality checks and ensuring all issues are resolved prior to plot acceptance

* Post-occupation primary accountability for managing customer relationships and delivering +80% NPS. Ensuring individual customer needs are identified through maintaining personal and systematic contact with customers.

* Leads key handover and demonstration of new home to the customer.

* Takes lead responsibility for resolving customers’ issues promptly right first time thereby demonstrating the company’s commitment to stand by its product.

* Manage the service in a way that represents the customer’s proper and legitimate needs and requirements, managing customer expectations and delivering to the quality standard required.

* Establish, maintain, and manage close internal working relationships to support the delivery of service, particularly with customer relations, build, technical, commercial and estate management teams.

* Leads team of advisors and operatives, providing employees with orientation, training, and direction in order to develop the skills and knowledge needed to perform the work to the required standard. Provide support, coaching and informal and formal performance management as required.

* Take the lead in the delivery of the service to ensure the health and safety of employees, customers, and the general public through compliance with responsibilities as laid down in the Group’s Health and Safety Policy.

* Take the lead accountability for ensuring sub-contractors meet their contractual responsibilities in relation to resolving defects in accordance with commercial processes.

* Ensure decision making around budgetary expenditure is fully documented, transparent, and recorded in accordance with financial processes.

* Set the service standard for contractors and their operatives to ensure their behaviours and quality of work is delivered to the required standard.

Successful candidates will be passionate about delivering exceptional customer service, be self-motivated, determined and results oriented. You’ll be an effective communicator both face to face and in writing and good at establishing and maintaining positive relationships with customer and colleagues alike.

Suitable candidates will have experience in a similar role working within the house building sector and highly presentable as this is a site-based role