Location: Hybrid | Salary: £160 a day paid PAYE Umbrella
Are you an experienced Customer Relations Manager with a background in residential housebuilding? Do you thrive in a fast-paced environment where delivering an exceptional customer journey is at the heart of everything you do?
We are recruiting on behalf of a leading PLC housebuilder for an experienced Customer Relations Manager to join their team on a 12-month fixed-term contract. This is an excellent opportunity to join one of the UK's most respected developers, playing a key role in ensuring customers receive outstanding service throughout their homeownership journey.
The Role
Reporting into the Head of Customer Care, you will lead the Customer Relations team, ensuring exceptional levels of customer satisfaction while driving operational performance and continuous improvement.
You will be responsible for managing customer care processes from legal completion through to the end of the warranty period, leading a team of Customer Service Coordinators and working closely with Construction, Technical and Commercial departments to resolve issues efficiently.
Key Responsibilities
* Pre handover snagging and home demos
* Manage customer complaints and escalated issues, ensuring timely and satisfactory resolutions.
* Monitor customer satisfaction, KPIs and NHBC/HBF customer survey performance.
* Build strong relationships with internal departments including Construction, Technical, Sales and Commercial.
* Ensure defects are managed efficiently and completed within agreed timescales.
* Analyse customer feedback and identify opportunities to improve processes and service delivery.
* Produce regular reports on team performance, customer satisfaction and outstanding issues.
* Ensure compliance with company policies, procedures and customer care standards.
* Support the wider business in achieving industry-leading customer satisfaction scores.
About You
* Previous experience as a Customer Relations Manager, Customer Care Manager or similar within a residential housebuilder is essential.
* Strong understanding of the customer care process within new-build housing.
* Experience managing and developing customer service teams.
* Excellent communication and stakeholder management skills.
* Ability to manage multiple priorities in a fast-paced environment.
* Commercially aware with strong problem-solving and decision-making abilities.
* Proficient in Microsoft Office and customer management systems.
* Full UK driving licence.
What's on Offer
* 12-month fixed-term contract with a leading PLC housebuilder.
* Hybrid working available.
* Opportunity to join a well-established, highly respected business with an excellent reputation for quality and customer service.
* Immediate start available
Salary description
£160.00 - £160.00 per day