Customer Relations Manager

Hamilton Woods Careers; Crawley; On-site; GBP 60,000 - 80,000; Full time

Job summary

A staffing agency is seeking a Customer Relations Manager in Crawley. The role involves being the main contact point for customers, handling quality inspections before home completion, and resolving post-completion issues. Ideal candidates will have experience in customer relations and strong communication skills. This position offers £36 per hour and offers a temporary to permanent contract.

Qualifications

• Experience in customer relations or similar roles.
• Strong communication and interpersonal skills.
• Ability to handle escalated issues and complaints.

Responsibilities

• Act as the main point of contact for customers.
• Conduct pre-handover inspections and manage post-completion defects.
• Handle escalated customer complaints and ensure resolutions.

Job description

Customer Relations Manager

Temporary - Permanent

£36 Per Hour Umbrella

Crawley

Hamilton Woods Associates are currently recruiting for a Customer Relations Manager to work across several sites and act as the main post of contact for customers.

Duties and Responsibilities of the Customer Relations Manager :

• Act as the main point of contact for customers, providing support and guidance from reservation through to aftercare.
• Conduct pre-handover inspections to ensure homes meet quality standards before completion.
• Manage post-completion defects, snags and warranty issues, ensuring all items are logged, monitored and resolved within agreed timescales.
• Carry out customer courtesy visits and accurately record identified issues on internal systems.
• Handle escalated customer complaints and work towards timely, fair and customer-focused resolutions.
• Liaise closely with site teams, build managers, contractors and the customer service department to keep customers updated and ensure work is completed to standard.
• Support the delivery of high customer satisfaction scores, including NHBC 8-week and 9-month surveys.
• Educate customers around warranty coverage, aftercare processes and what they can expect after moving in.

Identify trends or recurring issues and provide feedback to internal teams to drive continuous improvement....