Senior Customer Experience Manager

Senior Customer Experience Manager

There has never been a better time to join Allison Homes and be part of our exciting growth journey.

Allison Homes is an award-winning private housebuilder dedicated to creating beautiful homes and communities across the East of England, the East Midlands and the South West. We are proud of our people, and collaboration and teamwork is key to everything we do.

We are looking for enthusiastic individuals to help us achieve our ambitious growth plans and goals, to be part of our journey and grow their career along with our success.

Our mission is to provide affordable yet aspirational homes to our communities, ensuring that new homes are accessible and attainable for all with a quality product suitable for everyone.

About the Role

Do you have a passion for delivering first-class customer service? We are seeking an individual with residential property experience to join our expanding Customer Experience team at Allison Homes.

As the Senior Customer Experience Manager, you’ll play a pivotal part in maintaining high standards of after care to ensure our customers satisfaction, safely, professionally and within reasonable timescales. You’ll be working closely with the team of Customer Experience Coordinators and Operatives, reporting directly to the Head of Customer Experience, and working closely to provide a 1^st class service to our customers throughout the Customers Journey.

This is a really exciting opportunity to join a fast-growing company as we evolve our brand and strive to be one of the UK’s most trusted homebuilders.

Salary

Dependent upon experience

Location

Office based role, Hampton, Peterborough – Flexibility to consider 1-2 days working from home.

Job Type

Full-time, Permanent

Key Duties:

• Take ownership of customer escalations, implement, and execute resolution in line with the warranty provider and consumer code standards including regular visit to customers to achieve and maintain a 5* rating.
• Ensure personal and team compliance with all relevant policies and procedures, whilst supporting growth and development within the team through regular 1-2-1’s, training and personal development plans.
• Ensure all contacts (calls, emails, online, Social Media) received are handled professionally and courteously, with all issues appropriately recorded in the Company’s system.
• Coordinate with colleagues to ensure the department provides continual telephone cover throughout the working day
• Arrange the inspection and rectification of remedial enquiries where necessary to agree valid warranty issues within set KPI’s
• Liaise between Site Management teams, Customer Care Operatives, and external Sub-contractors to ensure all remedial works are completed efficiently, in accordance with the Buildmark Warranty and in line with the company’s stated Service Level Agreements
• Communicate with the Head of Customer Experience to ensure all defects are dealt with by the appropriate personnel and in a cost-effective manner
• Utilise the IT system and associated reporting to manage resolution of defects and identify to the Head of Customer Experience where performance is falling below expected levels
• Liaise with the Commercial/Buying departments to order materials in accordance with arrangements made for defect resolution and complete contra-charges where applicable
• Provide administrative support for the Department, to include handling and responding to all customer correspondence, electronic and paper filing, production of reports
• Undertake post-completion satisfaction calls to customers.
• Work with the wider business to support growth and change
• Support the wider team by carrying out Quality Assurance inspections on a demand basis
• Carry out of End of Defect inspections with local housing authorities ensuring works captured are managed and closed allowing the business to claim any retention owing

What you will bring:

• Exceptional customer service experience
• Drive to be a champion for the customer
• The ability to work independently and be a team player within the business
• The ability to prioritise work and use initiative.
• Excellent communication skills
• Good time management skills and proven ability to manage various stakeholders at a time
• Excellent organisational skills and ability to be proactive and work under pressure
• A good knowledge or interest in the construction and residential property industry
• Ability to thrive in a fast-paced environment

What you get in return:

• Competitive salary
• Positive and supportive work environment
• Flexible working
• Simply Health Cash Plan
• Company Pension
• Discretionary Bonus or Commission Scheme
• Life Assurance
• House purchase discount scheme on Allison Homes

Are you ready to embark on an exciting journey with Allison Homes? If this sounds like you, apply today and be part of Allison Homes future success. Closing date 31st May 2024

How to apply

Please send us your CV along with an optional covering letter ideally including details of your current salary and notice period to cv@allison-homes.com

This job advert will close as soon as sufficient applications have been received, and therefore you should apply for this job as soon as possible.

Unfortunately, due to the high volume of applications that we receive, only successful candidates will be contacted.