Customer Relations Manager

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

Job summary

A recruitment agency is seeking a Customer Relations Manager in Crawley to oversee customer interactions from reservation to aftercare. The position requires strong problem-solving skills and a track record in customer service. Responsibilities include conducting quality inspections, managing customer complaints, and ensuring high satisfaction scores. Competitive pay of £36 per hour Umbrella offered for a temporary to permanent role.

Qualifications

• Experience in customer relations or a similar role.
• Strong problem-solving skills and customer-focused mentality.
• Ability to manage multiple tasks and priorities effectively.

Responsibilities

• Act as the main point of contact for customers throughout their journey.
• Conduct pre-handover inspections to ensure quality standards.
• Manage post-completion defects and warranty issues.

Skills

Customer service

Conflict resolution

Communication

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.

Maintain accurate documentation, progress updates and weekly reports for management.

Ensure all customer int...