Customer Relations Manager
I am looking for a confident and customer focused CRM to join a busy Customer Service department within a house builder.
You will manage the after care of your customer base ensuring the best possible service and experience.
My client is a design-lead volume developer with sites across the UK.
The client has a fantastic HBF and recommendation score and has robust policies in place to continue this.
Record all interactions from Customers
Manage escalations effectively and promptly
Engage the customer from when contracts are exchanged
Provide administrative support for the Department Responding to all customer communication
Gather site/sales paperwork Liaise between sub-contractors and the division to ensure maintenance requests are carried out
Check invoices and forward for payment.
Arrange contract charges where necessary.
Be responsible for the final quality inspection of the property before it is handed over to the customer putting into place prior to the handover any remedial action that is required
Feedback patterns of design/specification issues and following instruction implement changes
Ensure accuracy of all customer details and all communication is correctly recorded and assume responsibility for the Customer welcome meeting and ensure that all relevant parties are able to attend, ensure these meetings are arranged at a convenient time for customers and follow the agenda set out in the customer services procedures, this will involve occasional evening/weekend working
Carry out the home preview in the customers new home, ensure that all relevant operating instructions and helpline numbers are provided to customers as part of this process.
Reporting - assist in the production of monthly board and Group CS Director reports
Ensure that Customer Service is not an afterthought but an intrinsic part of the buying process
You will be able to demonstrate an experience in working in a customer-facing role.
It is essential that you come from a house building background
Your communication skills must be a strength.
You will have to be engaged with both internal and external customers. You must have a genuine desire to deliver a first class Customer Service to align with a first class product
car or allowance