Head of Sales and Customer Experience in Ashington

Advance Northumberland is a diverse property investment & development business, delivering opportunities to improve prosperity, tackle inequalities and drive economic growth in support of Northumberland County Council. We work collaboratively with stakeholders and partners, delivering positive physical and economic development. Focusing on the needs and aspirations of the county, we address economic, housing and infrastructure challenges whilst capitalising on Northumberland’s significant assets and opportunities.

Ascent Homes is the housebuilding brand of Advance Northumberland Developments. The sales and customer experience team are critical to this success, managing the sales process from initial enquiry through to sale and ensuring our purchasers are happy with their new home. The Head of Sales and Customer Experience is part of the Ascent Homes management team and is a critical role in our future plans.

Our Values

• Collaboration
• Accountability
• Respect
• Ambition

Role Purpose:

• To deliver house sales in line with (or exceeding) business plan targets
• To ensure the highest levels of customer experience with Ascent Homes (from reservation through to completion and end of warranty period)
• To act as a member of the Ascent Homes senior leadership team – helping to develop and implement the business strategy in line with an agreed business plan
• Lead and manage the sales operations and customer experience functions
• Establish Ascent Homes as a leading housing brand in the North East of England

Duties and Responsibilities:

Sales Strategy

• Develop and implement a detailed sales and marketing strategy with accompanying sales (volume and revenue) targets
• Work with the Corporate Marketing and Communication team to develop a marketing strategy in support of the sales strategy
• Position Advance Northumberland as a key competitor in the housing market

Sales Operations

• Establish, implement and manage the sales process from market identification through to completion
• Prepare sales reports, forecasts, and budgets as required for the Senior Leadership, Board and Gateway Meetings
• Set up and agree the internal sales specifications
• Develop systems for capturing, following and maximising positive outcomes from sales leads
• Support the development of management information systems to optimise and improve working practices and procedures

Customer Experience

• Establish and implement customer experience processes
• Collate and analyse customer feedback and data, identifying trends in order to drive continuous improvement
• Liaise with Head of Construction to identify any areas for improvement
• Work in conjunction with other departments (both within Ascent and across the Group) to ensure a consistent and high level of customer service
• Manage customer experience and develop improvement plans where necessary
• Handle and resolve escalated customer concerns

People Management

• Lead, motivate and manage the sales and customer experience teams
• Develop a highly effective sales team and establish individual/group sales and performance targets whilst monitoring progress and managing incentives to maximise performance
• Mentor and ensure appropriate training and development is in place for the sales and customers experience teams

Regulatory, Legal Compliance and Due Diligence

• Remain fully appraised of current regulatory and legal requirements
• Devise and regularly monitor/review standard sales contracts in accordance with legislative requirements and industry standards
• Identify and engage panel solicitors, and undertake subsequent review, with modification as required, to ensure sustained effectiveness, for conveyancing and for the provision of purchaser’s entitlement
• Ensure compliance with the consumer code throughout the sales process

Relationships

• Build and maintain robust stakeholder relationships through networking, cold calling, and client meetings
• Maintain a working knowledge of external influences (e.g. position of the lending market, average house prices and economic buoyancy)

Marketing Plan

• Analyse and report on market trends (to include competitor analysis) and proposing changes to strategies and pricing as may be appropriate
• Manage launch/sales events and maximise appropriate levels of footfall whilst analysing visitor trends/patterns
• Oversee the fit-out of the sales suites and external landscaping plans
• Manage all ongoing supplies to the show home and implement attraction strategies to maximise the number of visits

Generic Requirements for all colleagues

• Contribute to the creation of a positive culture in line with Advance Northumberland values
• Show commitment to equality and diversity in the workplace and ensure this is reflected in all activities
• Ensure a safe and sustainable working environment is promoted across the business
• Contribute to the financial performance of the business, in line with role responsibilities
• Undertake other reasonable duties as may be requested from time to time

Personal Specification

Essential Criteria

• Proven Housebuilder experience at a senior sales position (minimum 3 years)
• Demonstratable experience in developing and leading a sales team
• Strong knowledge of the local house sales (private and affordable) markets
• In-depth experience of new homes sales work, associated procedures and practices
• Excellent leadership and team management skills
• Strong communication and reporting skills
• Strong stakeholder management skills with an ability to influence
• Excellent negotiation and problem solving skills
• Proven track record of meeting or exceeding sales targets
• Understanding of Building Regulations and Warranty requirements
• Full UK Driving licence

Desirable Criteria

• Bachelor’s degree in Business, Marketing, Estates or related field
• Experience of using Coins Software
• Knowledge of CRM software
• Familiarity with sales technology tools (e.g. virtual reality tours and automated marketing platforms)

The Benefits of Working for Us

We care about our colleagues and their wellbeing and have been nationally recognised for this. Apart from the competitive salary, we also have fantastic benefits. We focus on our colleague’s health, wealth, and lifestyle.

• Annual leave - Start with 26 days, increasing to 31 days with service. Of course, you’ll have public holidays too!
• Pension - Generous employer contributions of 8%. You pay 2%, although you can choose to pay more if you want.
• Financial Benefits - Enjoy the security of free life assurance, an employee referral scheme (earning £1,000 per recruited referral), and our Cash plan App with discounts and cashback at top retailers. Free on-site parking at all locations.
• Performance Related Incentive Scheme – subject to achievement of company and individual performance targets, annual incentive payable.
• Wellbeing & Lifestyle Services - Access our colleague assistance programme with 24/7 support, GP services, mental health support and, dental and optical plus a range of other health therapies.
• Motoring Benefits - Take advantage of exclusive employee vehicle-leasing schemes, through NHS Fleet.
• Hybrid Working – We offer the capacity to work on a hybrid basis, with four days in the office / on site.

How to apply

Please send your CV and a letter of application saying why you want to work for us, what you’d bring to the role and your salary expectations, to: workforus@advancenorthumberland.co.uk

WE HAVE APPOINTED A RECRUITMENT PARTNER FOR THIS ROLE, SO NO AGENCIES ENQUIRIES WILL BE ACCEPTED. We may close this vacancy early if we receive sufficient applications.