Our client is a leading, award-winning London based developer, delivering high quality properties throughout the Capital. We are working with the Customer Service team to onboard a Customer Experience Manager to manage the customer journey from occupation through the two-year post occupation period.
Ideally, you will be ambitious and be able to show a high level of relevant and demonstrable experience within a volume led house builder and with a desire to add additional value to the function where required.
Key Responsibilities:
- Lead the property hand over process, conduct New Home Demonstrations and formal inspections to ensure a smooth transition
- Promote the positive return of the 8 week and 9 month customer satisfaction survey and monitor the improvement of build quality and service after scores
- Coordinate the completion of any defects raised by customers and ensure these are completed in line with our SLA timescale
- Oversee the end-to-end defect lifecycle via COINS, managing contractors and site teams to ensure all remediation meets strict service level agreements
- Monitor contractor performance and provide data-driven feedback to technical departments regarding recurring material or build issues.
Proven experience in a customer-facing management role within the volume housebuilding sector, plus a strong technical understanding of defect remediation and contractor management, is required.
Please get in touch for more details and a confidential chat with Stuart.
Ref: 4284SJ
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