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 Experience Manager
Location: Herts, London
Salary: Up to £55,000 Plus Package DOE
This role is handled by:
Stuart Johnstone
Regional Consultant
Thomas Gray Search and SelectionTelephone: 01144 372 534
Email: Stuart@tglsearch.com
In detail…
Our client is a leading, award-winning London based developer, deliveringhigh quality properties throughout the Capital. We are working with the Customer Service team to onboard a Customer Experience Manager to manage the customer journey from occupation through the two-year post occupation period.
Ideally, you will be ambitious and be able to show a high level of relevant and demonstrable experience within a volume led house builder and with a desire to add additional value to the function where required.
Key Responsibilities:
- Lead the property hand over process, conduct New Home Demonstrations and formal inspections to ensure a smooth transition.
Promote the positive return of the 8 week and 9 month customer satisfaction survey and monitor the improvement of build quality and service after scores. CEM to coordinate the completion of any defects raised by customers and ensure these are completed in line with our SLA timescales
- Oversee the end-to-end defect lifecycle via COINS, managing contractors and site teams to ensure all remediation meets strict service level agreements.
- Monitor contractor performance and provide data-driven feedback to technical departments regarding recurring material or build issues.
Proven experience in a customer-facing management role within the volume housebuilding sector plus strong technical understanding of defect remediation and contractor management is required.
Please get in touch for more details and a confidential chat with Stuart.
Ref: 4284SJ
Apply here…
