Key Purpose of Role-Customer Service Manager

To carry out inspections on newly constructed properties before notice is served, to ensure that they are defect free and home ready. Providing updates to all departments and recording findings for availability for interdepartmental meetings.

To ensure properties are handed over in line with the Customer Charter.

Key Duties / Responsibilities

* Undertake the Home Quality Inspection of properties utilising the Audit Pro App.

* Detail the living/moving environment. The approach to the property / The Site presentation.

* To actively be involved with Site/Sales teams to ensure an awareness of the properties that are due to complete.

* Input the relevant data onto the IT system to notify successful completion of the Home Quality Inspection.

* Prepare and distribute an advisory report to the Site Manager, Construction Team and relevant Directors/Managers to confirm the issues identified.

* To ensure the Contracts Manager have all the information required to carry out the

* Log any issues or concerns regarding the property, including number of inspections and number of issues - pass / fail.

* Monitor re-occurring defects and raise any issues to Line Manager, Technical / Commercial departments.

* Maintain oversight of remediation activity to each property to ensure satisfactory issue resolutions within the set time frames.

* Work in collaboration with the Customer Support team to ensure that all reports are logged on the central database.

* Undertake general administration duties and diary management as required.

* Assist on site with the remediation of defects and ensuring future plots are to the highest of standards.

* Attend weekly focus meetings - plots in survey window. -

* Add information to COINS - including Site Auto Pros and Inspections.

* Liaise with Site Team to ensure issued are closed out.

* Drive quality standards.

* Attend NHBC / LABC Meetings, representing the company.

* Attend project review meetings.

* Develop sustainable and robust relationships internally and externally.

* Attend end of defect meetings (HA's).

Person Specification: Customer Relations Manager

Skills / Attributes

Description

Qualifications

Qualified by experience.

Experience

Experience of working in a similar role in a house building company.

Key knowledge and skills

Ability to work well under pressure in a fast-moving environment, customer facing environment.

Ability to work independently, prioritise work, take initiative and make informed decisions.

Solution and customer focused, when faced with challenges and obstacles.

Ability to organise own workload and where appropriate those of others.

Personal attributes

Excellent communicator and highly motivated