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Our client is a is a UK property developer specialising in mixed use development with a focus on placemaking and regeneration schemes. They have been specialising within London for the past 30 years and boast an incredible portfolio of some of the most sought-after developments within London.
A rare and career changing opportunity has surfaced due to an internal promotion for a Customer Care Manager to join their experienced and professional team based in Westminster.
The role is to professionally receive service requests from customers and carry out or coordinate any required action to efficiently and effectively resolve any issues in a timely manner. Effectively manage the mobilisation, handover and move in process, working closely with the building management team and he wider Asset Management team
Reporting into the Customer Experience Operations Manager, your key duties include;
- Liaise with internal and external customers to ensure a smooth flow of information between all parties and a collaborative working relationship.
- Act as the primary contact for all customer communication from exchange until the end of the defect liability period.
- Log all incoming and outgoing communications on the internal defects system.
- Regularly report to the Senior Customer Care Manager on outstanding defects and customer satisfaction.
- Meet customers onsite at their request to inspect properties prior to handover, in accordance with Health and Safety Regulations.
- Manage customer expectations in respect of product specifications, warranties and the completion process.
- Carry out site inspections prior to practical completion to keep abreast of progress and be well informed about fittings, finishes and apartment systems.
- Take ownership of outstanding snagging works and ensure all defects are completed prior to legal completion.
- Meet purchasers to conduct their key handover and home demonstration appointments.
- Chase-up outstanding defects daily and maintain, regularly reporting to the Customer Experience Operations Manager on outstanding defects and customer satisfaction.
- Oversee all required works, working with the Customers, Customer Service Coordinators and subcontractors ensuring that all defects are dealt with by the appropriate personnel.
The successful candidate will ideally possess the following qualities in aligned with the clients expectations:
- Intuitively customer focused.
- Team player.
- Thrives under pressure in a fast-paced busy environment.
- Lateral / innovative thinker / problem-solver.
- Strong listening skills.
- Exceptional verbal & written communication skills.
- Intermediate to advanced level of proficiency with MS Office programs and a good standard of written English.
