Customer Service & Communications Manager

Crest Nicholson has been building new homes for over 60 years and is firmly established as a leading developer with a passion for not just building homes, but creating vibrant sustainable communities. An opportunity has arisen to join the Special Projects Division at Crest Nicholson. The division is engaged primarily in the fire safety remediation of medium and high-rise buildings and the work it undertakes is both sensitive and high profile. The candidate must be a first-class communicator both verbally and in writing and have customer services experience. It is important that the candidate is sensitive, accurate and confident in their communication and will be required from time-to-time to attend meetings with management companies, managing agents, residents and leaseholders. The candidate will be expected to take an interest in, and develop a knowledge of, fire safety remediation matters and their legal context in order to carry out their duties effectively. Communications Duties General management of communications for the Special Projects Division. Develop and update Special Projects Division’s communications policy and procedure Ensuring adherence to the communications requirements of the Code of Practice for Remediation of Residential Buildings 2023, published by Government Producing monthly or bi-monthly newsletters for leaseholders and residents of blocks undergoing assessment or remediation. Along with other members of the team, attending physical and/or remote meetings with management companies, managing agents and residents. Developing and improving presentations and written material given to leaseholders and residents by Crest and its consultants and contractors. Producing mortgage letters for leaseholders who are selling their properties, when requested. Responding to ad-hoc incoming letters/formal complaints and letters from MPs. Collaborating with Crest’s external PR consultants as well as internal teams to produce press statements. Maintaining the communications and complaints trackers. Assisting the Technical Administrator with monitoring the Fire Safety Inbox and any dedicated project Inboxes. Customer Service Duties Ensuring adherence to the resident-facing requirements of the Code of Practice for Remediation of Residential Buildings 2023, published by Government. Monitoring and analysing feedback from resident questionnaires (received in accordance with the Code of Practice) and liaising with Technical and Build colleagues as well as external contractors to improve resident experience of remediation where practically possible. Developing and implementing customer services protocols for ensuring any remediation-related customer-facing issues are tracked on Crest’s customer services systems. General Contributing on communication and customer services matters to Special Projects Division’s monthly Board reports The Company Crest Nicholson is a leading developer of quality homes and thriving, sustainable communities. We create great places for our customers to live, selecting desirable locations for our developments and taking a holistic approach to the design of our homes and their surroundings. Attractive placemaking helps us deliver appealing and well-connected communities where people and nature can thrive. As an employer of choice, we offer an extensive range of benefits, to include: Competitive Salary Company Bonus Scheme Company Car or Car Allowance Private pension up to 12.5% Private healthcare and cash plan options 28 days’ annual leave Cycle to work scheme Share save scheme Gym membership discounts We are an inclusive employer; the Company will consider flexible working requests for all roles. We seek to be an ethical and progressive employer which encourages a culture of openness, creativity and continuous professional development and which rewards the effectiveness and loyalty of our employees as an equal opportunities employer. If you are applying to work at Crest Nicholson, we will ask you to supply us with sufficient personal information to help us process your application. To learn more about what personal information we will need to process and why, please refer to our recruitment privacy notice which can be found on the Crest Nicholson website under ‘Recruitment Privacy Policy’.