Thomas Gray Limited (Registered in England & Wales No. 07839720) of Crest House,
53 Station Road, Egham, Surrey, TW20 9LG
© 2024 – All Rights Are Reserved
Customer Relations Manager
Location: Kent
Salary: Competitive Salary and Package
This role is handled by:
Alex Codd
Associate Director
Thomas Gray Search and SelectionTelephone: 01784 697 325
Email: [email protected]
In detail…
Our client are an award winning housebuilder with a number of live and forthcoming projects throughout Kent. In line with their growth, we are looking to appoint a Customer Relations Manager to support the Head of Customer Service and manage the team of Coordinators and Operatives.
This is a hands-on role, where you will be responsible for investigating defects and diagnosing technical issues through to coordinating remedial works and ensuring timely resolution. The role requires a practical, technically strong individual who can work closely with site teams and subcontractors, communicate effectively with homeowners and deliver a high standard of customer satisfaction.
Key responsibilities include:
- Act as the main point of contact for homeowners, providing clear communication and regular updates throughout the process.
- Attend properties to investigate complaints, assess workmanship and agree appropriate corrective actions.
- Work closely with construction, technical and commercial teams to resolve complex defects and minimise repeat issues.
- Manage defect schedules, outstanding works and customer care KPIs, ensuring issues are closed out within agreed timescales.
- Ensure compliance with NHBC requirements, warranty standards, building regulations and company customer care procedures.
Take a hands-on approach to problem-solving, balancing technical judgement, commercial awareness and customer satisfaction.
Ref: 4579AC
Apply here…
