At a Glance
- Tasks: Lead customer escalations and ensure outstanding service throughout homeownership.
- Company: Join Allison Homes, a trusted name in homebuilding.
- Benefits: Competitive salary, car allowance, annual bonus, and generous holiday.
- Other info: Great career development opportunities with a growing company.
- Why this job: Make a real difference in customer experiences and drive satisfaction.
- Qualifications: Experience in housebuilding and strong customer service skills required.
The predicted salary is between 50000 - 60000 £ per year.
Are you passionate about delivering exceptional customer experiences?
We're looking for an experienced Senior Customer Experience Manager to join Allison Homes and help us achieve our ambition of being known as the homebuilder you can trust.
Reporting to the Customer Experience Director, you'll lead on customer escalations, support the regional Customer Experience team and work closely with operational teams to ensure customers receive an outstanding level of service throughout their homeownership journey.
What You'll Do
- Manage and resolve customer escalations.
- Drive customer satisfaction and 5-star service standards.
- Support and develop Customer Experience team members.
- Coordinate defect management and warranty resolution.
- Work with site teams and subcontractors to deliver timely remedial works.
- Analyse performance data and identify improvement opportunities.
- Undertake quality assurance and customer inspections.
- Deputise for the Customer Experience Director when required.
What We're Looking For
- Experience in housebuilding, construction or residential property.
- Strong customer service and complaint resolution skills.
- Excellent communication and stakeholder management abilities.
- Ability to manage competing priorities and work independently.
- Full UK driving licence.
What We Offer
- Competitive salary.
- Car allowance (with option to join the company salary sacrifice car scheme).
- Annual bonus opportunity.
- 25 days holiday (extending to 27 days holiday after two years of continuous service).
- Pension Scheme.
- Group Life Assurance.
- Group Income Protection Scheme.
- Smart Health Employee Assistance Programme.
- Simply Health Cash Plan (opt in).
- Allison Homes house purchase discount scheme.
- Career development opportunities within a growing regional housebuilder.
Senior Customer Experience Manager in Cambridge employer: Allison Homes
Allison Homes is an exceptional employer that prioritises the well-being and growth of its employees while fostering a collaborative and supportive work culture. With a strong commitment to creating sustainable communities, team members are encouraged to innovate and contribute meaningfully to projects, ensuring personal and professional development opportunities abound. Located in the East Region, employees benefit from a dynamic environment where their contributions directly impact the quality of homes and communities, making every day at work rewarding and fulfilling.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Experience Manager in Cambridge
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Allison Homes. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Allison Homes before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Experience Manager in Cambridge
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Allison Homes:Your cover letter is your chance to shine! Tell us why you want to work at Allison Homes specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Allison Homes!
How to prepare for a job interview at Allison Homes
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
