Senior Customer Experience Manager

Senior Customer Experience Manager

Job Type: Full Time, Permanent

Location: Hampton, Peterborough.

Salary: £50,000 - £60,000 per annum depending on experience

Our client is a new home developer, they’re always looking to broaden their horizons, carefully selecting land throughout the UK that has the potential to become the site of a future homes development and a thriving new community. They’re all about building great communities and great relationships. Their focus is always all about the customer, about teamwork, about pride and trust, about sustainability and biodiversity and creating great places to live.

The Role

The Customer Experience Manager will champion a 1st class service to their customers throughout the Customers Journey.

They will assist and support the Head of Customer Experience in maintaining high standards of after care to ensure their customers satisfaction, safely, professionally and within reasonable timescales and work closely to drive customer satisfaction results year on year building lasting relationships both internally and externally.

Scope: As senior Customer Experience Manager you will be reporting into the Head of Customer Experience to support with the day-to-day operations within the team. The Customer Experience Manager will manage the in-house team of Coordinators and Operatives. You will also be the 1st point of escalation for all customers.

Due to the natural of enquires you will be dealing with you will ideally come from a construction or residential background. Most importantly, you will have a passion for delivering a first-class service to their customers going over and above. Main responsibilities include but are not limited to.

Key Responsibilities

• 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

Skills and Qualifications

• They are looking for someone with proven management experience and preferably from the Housing Industry
• Be a champion of the customer
• Have industry relevant experience.
• Have the ability to work independently.
• Work under pressure in a fast-paced environment
• Have the ability to prioritise work and use initiative.
• Be a team player within the business

Benefits

• 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

To Apply

If you feel you are a suitable candidate and would like to work for this reputable organisation, please do not hesitate to apply.