Customer Care Manager - Housing Defects

Tristone Nash; Exeter; On-site; GBP 60,000 - 80,000; Full time

Job description

TristoneNash are supporting one of our close housing association partners to appoint a Customer Care/Aftercare Specialist on a 6 months temporary assignment to oversee all aspects of the aftercare process ensuring defects are delivered within time, budget whilst a high level of customer experience is achieved.

Additional duties will include:

1. Be responsible for ensuring all aspects of the aftercare process are carried out professionally and efficiently to ensure defects are completed within agreed timescales, providing the highest level of customer service and technical support throughout the defects period.
2. Manage expectations of customers from the point of occupation through to the end of defects inspection, ensuring effective and ongoing communication is maintained at all times.
3. Seek to accurately identify and diagnose defects. Ensure own knowledge base is kept up to date gained from NHBC guidance documents and other reading as necessary and through liaison with Employers Agents.
4. Liaise with all relevant stakeholders to ensure that information is shared appropriately and accurately, and to ultimately seek resolution of defects matters.
5. Act as the first point of contact for all aftercare queries and defects-related complaints, and follow up complaints through the identified procedure, ensuring excellent customer service at all times.
6. Attend snagging inspections along with the Employer's Agent and Clerk of Works.
7. Ensure that the DCM processes e.g. handover and defects management processes are up to date and executed properly by all development staff within the delivery of new builds, and identify common defects problems, assisting with the continuous improvement of the quality of homes.

This is a great opportunity for a Customer Care/Aftercare or Defects specialist to bring valuable expertise to some iconic new developments whilst making sure customer satisfaction is achieved.

For more information or to apply for this role, please send your CV in word format to the email address assigned to the advert.