Customer Relations Manager

Potensis Selection is delighted to partner with an award winning developer who is looking to add a Customer Relations Manager to join its dynamic Eastern Division. The role is to ensure that homes handed over to customers meet the high quality standards our client strives for.

Key Responsibilities

• Works collaboratively with the Site and Sales team to ensure Home Quality Inspections, Home Demonstrations and Customer Journey Aftercare events are carried out in a timely manner, relative to the customers anticipated legal completion date
• Invites all customers to a Home Demonstration and Pre-Completion Inspection ahead of legal completion, so their moving-in day is as easy as possible
• Visits customers after they have moved in to collect their snagging list and any defects and works in collaboration with the Site team to resolve issues
• Demonstrates a solution focused approach to ensure SLAs are achieved and conflicting priorities are managed well
• Works independently and in an organized and well-planned manner to resolve issues, tasks and complaints within the required SLA
• Looks for solutions when blockers to remedying customer issues arise and ensures the Customer Director is made aware when issues cannot be resolved within SLA
• Ensures issues have quality notes for reference so there is an accurate record of all customer interactions
• Builds relationships with other functions and works collaboratively with them to resolve customer issues
• Builds relationships with subcontractors and suppliers to ensure they understand our expectations of their customer commitments and provide feedback where appropriate to ensure continuous improvement of our service offering
• Builds relationships with other functions and works collaboratively with them to resolve issues.

Key Background Experience:

• Able to demonstrate ability to work flexibly, efficiently and reliably, with some weekend and end of day hours
• Strong interpersonal, communication and relationship building skills
• Proven ability to work collaboratively, manage complex internal relationships and challenge appropriately
• Proven ability to remain calm, measured and resilient in challenging situations
• Proven track record of ability to manage complex customer matters
• Previous experience of working in the housebuilding industry