Customer Liaison Manager
Salary: Up to £40,000 + car allowance & bonus
Location: Bristol / South West
About the Business
Our client is an award-winning 5-star housebuilder with a strong and growing presence across the South West. With a well-earned reputation for quality and customer satisfaction, they are expanding their regional team and looking for an exceptional individual to help them maintain their standing as a leader in new homes customer service.
The Role
Reporting to the Customer Services Director, the Customer Liaison Manager will take ownership of the end-to-end customer experience across a portfolio of sites throughout the South West. You will be the key point of contact for buyers from completion through to the end of their 2-year warranty period, proactively managing defect resolution and quality standards to deliver a consistently outstanding customer journey. This is a role with genuine progression on offer for the right person.
Key Duties
- Manage and continually develop the customer service experience across dedicated sites, working towards maintaining 5-star builder status
- Carry out quality control inspections on site, overseeing defect rectification in line with agreed timescales
- Liaise with internal teams and external contractors to ensure issues are resolved efficiently and to a high standard
- Record inspection outcomes and produce clear reports for relevant stakeholders
- Chair and attend weekly sales and construction meetings
- Attend NHBC claim investigations as required, ensuring all findings are accurately logged
- Ensure all activity is recorded correctly within the appropriate CRM and reporting systems
- Take responsibility for your own health and safety on site and that of others around you
Benefits
- Salary up to £40,000
- Car allowance
- Performance-related bonus
- Clear progression pathway within a growing regional team
Essential Experience
- Previous customer care experience within a housebuilder or residential developer, ideally across multiple sites — OR a background in new homes sales looking to transition into a customer-facing care role — OR strong transferable experience from a high-end hospitality or customer service environment
- Excellent communication and stakeholder management skills, with the ability to engage confidently at all levels
- Strong organisational skills and the ability to manage a busy and varied workload
- A thorough understanding of the expected fit, finish, and quality standards of a new build home
- A collaborative and solutions-focused approach with a genuine passion for delivering exceptional customer experiences
- Valid right to work in the UK
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