Customer Experience Manager

Deverell Smith Recruitment Ltd; Chipping Barnet; On-site; GBP 55,000; Full time

Job summary

A leading recruitment agency is seeking a Customer Experience Manager based in Chipping Barnet. The successful candidate will oversee the customer journey, ensuring exceptional service from pre-completion visits to the end of the warranty period. Responsibilities include managing customer defects, overseeing a team of customer service operatives, and ensuring compliance with relevant standards. Strong organisational, client management, and communication skills are essential for success. This full-time position offers a competitive salary of £55,000.

Qualifications

• Strong customer service background with proven ability to manage customer relationships.
• Excellent organisational and administrative skills with high attention to detail.
• Experience with defect management and coordinating remedial works.

Responsibilities

• Serve as the primary point of contact throughout the customer journey.
• Manage and coordinate the completion of customer defects in line with SLA timescales.
• Log and track all customer defects and communications in COINS system.

Skills

Customer service management

Organisational skills

Defect management

Communication skills

Budget management

Health and safety understanding

Tools

COINS system

Job description

Customer Experience Manager

Location: Barnet

Employment Type: Full-time

Salary: £55,000

Working Hours: 8:30 - 17:00 Monday - Friday

About the Role

We're looking for a dedicated Customer Experience Manager to be the cornerstone of our customer journey, ensuring every homeowner receives exceptional service from their Pre Completion Visit through to the end of their 2-year warranty period. As the voice of our customers, you'll play a vital role in maintaining our high standards of build quality and customer satisfaction.

What You'll Do

Customer Care & Quality Assurance

• Serve as the primary point of contact throughout the customer journey, ensuring a consistently positive experience
• Conduct Pre Completion Visits, New Home Demonstrations, and follow-up inspections at 2 weeks and 4 weeks
• Manage and coordinate the completion of customer defects in line with SLA timescales
• Promote customer satisfaction surveys at 8 weeks and 9 months, driving scores of 4+ and following up on feedback
• Ensure full compliance with New Homes Quality Board (NHQB) standards

Coordination & Administration

• Log and track all customer defects, telephone calls, and emails in COINS system
• Prepare and issue weekly defects and inspection reports for each site
• Maintain and update the Statement of Incomplete Works weekly with site teams
• Provide feedback to technical and commercial departments on defective materials and recurring issues
• Ensure full GDPR compliance in all data capture and recording

Team & Contractor Management

• Allocate work appropriately between Customer Service Operatives (CSOs), site teams, and contractors
• Oversee CSO and contractor performance, escalating poor outcomes to the Head of Customer Service
• Schedule and coordinate CSO workload effectively
• Ensure materials are available for timely remediation
• Monitor health and safety compliance for all CSOs and contractors on site

Financial Management

• Control costs and process contra charges
• Authorise quotes in line with company Principles of Controls
• Process purchase orders, invoices, and BACS payments within required timescales

Problem Resolution

• Address and upscale unsuccessful remediation attempts as needed
• Maintain reasonable timescales and keep customers informed throughout all processes
• Follow complaints procedures and ensure out-of-hours services work effectively
• Attend site close-out meetings and manage outstanding issues to completion

What We're Looking For

Essential

• Strong customer service background with proven ability to manage customer relationships
• Excellent organisational and administrative skills with high attention to detail
• Experience with defect management and coordinating remedial works
• Proficiency with property management systems (COINS experience advantageous)
• Strong communication skills, both written and verbal
• Ability to balance multiple priorities and work to strict deadlines
• Understanding of health and safety regulations
• Financial acumen with experience in budget management and cost control

Desirable

• Knowledge of the housebuilding industry and warranty periods
• Familiarity with New Homes Quality Board (NHQB) requirements
• Experience managing contractors and operatives
• Understanding of GDPR compliance requirements

We are committed to creating an inclusive and diverse workplace. We welcome applications from all qualified candidates.