Customer Relations Manager

Customer Relations ManagerSouth and West London£35K plus car allowance, bonus, healthcare and other benefitsJob Role:To act as the customers` key point of contact in the journey from the point they are introduced to their home onwards, managing the customer relationship face to face. The Customer Relations Manager plays a key role in confirming our client`s new homes are at the required standard at the point of handover, and thereafter in managing resources directly, to address and resolve any customer issues in the most efficient, positive and reliable manner.Key Accountabilities:New home buying is a complex process, we need our Customer Relations Managers to help customers make our client`s houses their homes. Issues and `snags` can occur in a new home and we strive, through this role, to ensure quick and effective resolutions, in order to meet and exceed our customers` expectations.As the Customer Relations Manager, you will be responsible for a critical part of the customer journey. You will be required to liaise with the internal stakeholders (primarily Production and Sales teams operating on live sites.) as well as the customer from the `Home Introduction` stage onwards.Duties include

• Liaise with the Business Unit Head of Customer Service to gain knowledge/understanding of relevant sites and customers.


• Keep up to date with products and specifications changes/upgrades.

• Attend the property and undertake the Home Quality Inspection.


• Inform relevant parties when the Home Quality Inspection has been successfully completed.


• Complete relevant inputs on the system to notify successful completion of the Home Quality Inspection, triggering the customer to complete


• Where unsuccessful, prepare, distribute an advisory report to the Site Manager and other relevant directors/managers to confirm the issues identified.

• Carry out the Home Introduction in accordance with company guidelines.


• Log any issues or concerns and co-ordinate their resolution with relevant parties, confirming the timeframe.


• Maintain oversight of any remediation activity to ensure satisfactory issue resolution.


• Upon the successful completion of the Home Introduction, inform relevant parties and ensure all keys are handed over to the Sales Executive and guarantees/warranties are left in the home, in readiness for the Home Move in.

• In conjunction with the Customer Support team, liaise with customers following their move in, to ensure they are settled in happily and there are no issues.


• Conduct a courtesy visit 4-6 weeks after the home visit, to ensure that customers are settled in.


• In conjunction with the Customer Support team, co-ordinate work to address any issues at any stage post move in.


• Manage outstanding works, ensuring the customer is kept well informed throughout.


• Liaise with the Head of Customer Service to ensure customers are continually up to date with outstanding works and arising customer issues, and also feeding back associated customer data for analysis.


• In conjunction with the Business Unity Customer Support team, liaise with customers at two month point to ensure all issues are resolved

• Work in close co-ordination with Customer Support team to ensure all items are logged in the central database.


• Undertake general administration duties and diary management as required in conjunction with the Customer Support team and customers.

Key Experience

• Ability to work independently, prioritise work and take initiative


• Strong project management skills


• Able to demonstrate efficiency and reliability in previous roles


• Ability to think ahead and forecast customer issues


• Great interpersonal, communication and relationship skills


• Comfortable managing complex internal relationships and able to challenge appropriately


• Face to face customer services experience


• Ability to work flexibility, some weekend, early morning and evening working to a rota systems will be required

• Housebuilding or related industry experience (desirable)


• Senior stakeholder engagement


• Full and clean UK driving licence is essential