New Homes Services Agent

TN United Kingdom; London; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Customer Relations and Site Management Coordinator to enhance customer experience in new builds. This role involves proactive communication with customers and contractors, ensuring that property-related issues are resolved efficiently. The ideal candidate will be a dynamic individual with strong relationship management skills and a keen understanding of the construction process. Join a forward-thinking organization committed to sustainability and inclusivity, where your contributions will make a meaningful impact in the community.

Qualifications

• Experience managing the defects liability period on new builds.
• Understanding of defects liability process in the new build cycle.

Responsibilities

• Deliver excellent aftercare for new build customers.
• Maintain proactive communication with contractors and housebuilders.
• Identify and address snagging issues in new builds.

Skills

Excellent communication skills

Relationship management

Time management

Problem solving

Proactive initiative

Tools

Management systems

Job description

Job Title: Customer Relations and Site Management Coordinator

Location: London

About The Role

This is a 4-month secondment with the potential for extension. MTVH seeks a highly versatile and dynamic individual who is confident working independently and collaboratively. The ideal candidate will possess excellent communication skills, be people-focused, outcome-oriented, and skilled in relationship and time management.

Key Responsibilities

1. Deliver excellent aftercare for new build customers by managing a proactive onboarding process, supporting customers with property-related issues, and ensuring expectations are met through problem solving and innovative thinking.
2. Maintain proactive communication with contractors and housebuilders to ensure defects are addressed promptly and satisfactorily.
3. Take ownership of schemes prior to handover by engaging with internal teams and attending relevant meetings and sessions.
4. Identify and address snagging issues and defects in new builds, both within homes and communal areas.
5. Conduct home demonstrations in-person or via recorded videos as needed.
6. Triages defect issues remotely through images or video calls, and in-person inspections if necessary.
7. Utilize and update management systems for defects and customer interactions.

Qualifications and Experience

1. Proactive with the ability to take initiative.
2. Flexible, well-organized, and willing to travel to sites multiple times a week.
3. Understanding of defects liability process in the new build cycle.
4. Experience managing the defects liability period (DLP) on new builds.
5. Experience working with or for housebuilders or large contractors.
6. Knowledge of building sites and the construction process.
7. Experience in delivering positive outcomes for diverse customers.

Please note: We do not currently offer visa sponsorship.

About Us

We are committed to sustainability, reducing environmental impact, and promoting inclusive practices. Learn more about our benefits and organization through the attached document.

At MTVH, we value diversity and are dedicated to promoting equality, diversity, and inclusion. We work collaboratively to serve our communities and support our employees. We are a disability confident employer and encourage applications from all backgrounds.

Our network groups include:

• LGBTQ+
• Disability

Our core values—Dare, Care, and Collaborate—drive us to be a people-focused organization, addressing social issues through teamwork.

We reserve the right to close this vacancy early if a suitable candidate is found. We encourage you to apply promptly.