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Customer Experience Manager

Ref: LRA186
Job Type:Permanent
Salary: £35,000 pa
Location: Sunderland
Closing Date:


Job Description

Our client has over 15 years’ experience and expertise in property-related activity ranging from regeneration and modernisation to new build schemes. Since 2001 they have built more than 3000 new homes and are now one of the North East's most successful housing developers. As a responsible builder, they understand that property development isn’t just about constructing homes with a great specification in a sought-after location, but, creating modern, sustainable homes that customers and future generations will be proud to call their own.

The role:

We have a new and exciting opportunity to join the business in the role of Customer Experience Manager, to ensure a co-ordinated approach to the delivery of customer services to all customers within the 2-year Home warranty period. You will be responsible for managing our Aftercare Team which includes two Customer Experience Advisors and three Aftercare Trades Operatives to facilitate effective and timely customer care solutions and rectifications.

You will lead the team and will be expected to explore new ways of working to ensure customers receive a first-class service. You will also liaise with Contractors involved in the various development schemes and you will be required to produce regular reports using a defects management system.

The Person:

We are looking to appoint someone with the drive and passion to deliver a high-quality customer focussed service, in a five-star housebuilder organisation. You will have a knowledge of the NHBC standards and resolution service options for customers. You will be required to deal sometimes with complex issues requiring excellent communication, planning and organisational skills. Candidates with a trade or technical background would be highly desirable, but is not essential for success in the role.