Customer Liaison Manager

Avant Homes; Nottingham; On-site; GBP 36,000 - 42,000; Full time

Benefits offered by this job

Discretionary bonus

Company car plan/cash allowance

Buy, sell and accrual holiday scheme

Private Health care

Company Pension

Life Assurance

Avant Discount Platform

Job summary

Avant Homes in the East Midlands seeks a Customer Liaison Manager to manage the customer journey from home introduction to post-completion follow-up, ensuring quick, effective defect resolutions.

You will build lasting relationships with customers, coordinate with Site, Sales and Trades, and uphold high standards of service while keeping customers informed throughout every stage of their new home.

Qualifications

• Experience in a similar role for a housebuilder or housing association is essential.
• Full UK driving licence is required.
• Excellent communication and project management skills are essential.

Responsibilities

• Attend properties to guide customers through first-home visits with the Site Manager.
• Coordinate with Site/Sales teams to stay aware of upcoming completions.
• Hold handover meetings with customers on completion day according to guidelines.
• Manage customer expectations and promptly rectify defects to satisfaction.
• Liaise with trades and subcontractors to complete agreed defects.
• Maintain reasonable timescales and keep customers informed throughout remediation.
• Build lasting relationships with customers and upload communications onto COINS.
• Monitor recurring defects and raise issues to Head of Customer Service and related departments.
• Attend NHBC claim investigation meetings when required.

Skills

Customer service

Relationship building

Problem solving

Organised

Communication

Tools

COINS ERP

Job description

Competitive Salary & Discretionary Performance Bonus & Company Car Plan/Cash Allowance & Holidays (Buy, Sell and Accrual Scheme) & Company Pension & Private Healthcare & Life Assurance & Benefits

Increase your chances of an interview by reading the following overview of this role before making an application.

With lots of exciting plans in the pipeline, there's never been a better time to join Avant Homes, let us tell you why…

Avant Homes is a housebuilder operating in Scotland, the North East of England, across Yorkshire and the East and West Midlands.

We are continuing to strengthen our teams and are looking for passionate individuals who want to make a real contribution. Our mission is to provide affordable homes to our communities, ensuring that new homes are accessible and attainable for all with a product suitable for everyone.

Avant Homes are proud to employ local people across our developments and within our regional offices, teamwork is key to everything that we do.

If you want to be part of something special, why not start the foundations and build your career with us today?

Due to continued success and future business growth, we have an exciting opportunity for a Customer Liaison Manager to join our team in East Midlands covering both the Nottinghamshire and Derbyshire areas.

The Role

Are you a customer service focused individual? Do you take pride in building relationships and providing an excellent customer experience?

If the answer is yes, then look no further, your next career could be with us!

Joining our team as our Customer Liaison Manager, you will be our customers' key point of contact from the moment they are introduced to their home onwards, managing the customer relationship, ensuring quick and effective resolutions to defects in order to meet and exceed our customers' expectations.

This is an exciting opportunity for an individual who has a keen focus on face-to-face customer service and experience with a keen eye for problem solving, strong organisational skills and the ability to communicate at all levels.

Key duties and requirements

You will also be responsible for but not limited to;

• Attending properties to walk our customers through a first home visit alongside the Site Manager.
• Actively be involved with Site/Sales teams to ensure an awareness of the properties that are due to complete.
• Carrying out Handover meeting with our customers on day of completion in accordance with company guidelines.
• Managing Customers' expectations, meeting and communicating promptly and effectively to qualify, rectify and resolve defects.
• Liaising with all Trades, Sub Contractors to ensure completion of agreed defects.
• Maintaining reasonable timescales for customers for any remediation works and ensure that customers are kept informed throughout any process taking place in their home.
• Developing good and lasting relationships with customers and ensure all communication is uploaded onto COINS.
• Monitoring re-occurring defects and raise any issues to Head of Customer Service, Technical & Commercial departments.
• Attending NHBC claim investigation meetings when required.

Who are we looking for?

To be successful as our Customer Liaison Manager, experience of working within a similar role for a housebuilder, housing association or local authority is essential along with some knowledge of new build construction.

You will also need to be highly organised and possess the following;

• A full UK driving licence
• Good knowledge of the Construction and Technical Processes is essential.
• Flexible and adaptable to changing requirements.
• A natural and engaging communication style, demonstrating a passion and excellence for customer contact, developing trusting relationships both internally and externally.
• Convey excellent project management skills along with the ability to provide an excellent customer experience.
• Ability to work independently, remain calm in a crisis, prioritise work, take initiative and make informed decisions.
• Previous experience of using the COINS ERP system is desirable yet not essential.

What will you get in return?

• Discretionary bonus
• Company car plan/cash allowance
• Buy, sell and accrual holiday scheme
• Private Health care
• Company Pension
• Life Assurance
• Other Benefits Including Our Exclusive Avant Discount Platform

If this sounds like you, join us and be a part of Avant's future success!

Please note: we reserve the right to fill this vacancy and/or remove this advert prior to the vacancy end date