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For Companies At a Glance
- Tasks: Lead the customer journey, ensuring exceptional service and satisfaction.
- Company: Dynamic housebuilding company focused on quality and customer care.
- Benefits: Competitive salary, full-time hours, and a supportive work environment.
- Why this job: Be the voice of customers and make a real difference in their experience.
- Qualifications: Strong customer service skills and experience in managing relationships.
- Other info: Join a diverse team with opportunities for growth and development.
The predicted salary is between 44000 - 66000 £ per year.
Location: Barnet
Employment Type: Full-time
Salary: £55,000
Working Hours: 8:30 - 17:00 Monday - Friday
About the Role
We are looking for a dedicated Customer Experience Manager to be the cornerstone of our customer journey, ensuring every homeowner receives exceptional service from their Pre Completion Visit through to the end of their 2-year warranty period. As the voice of our customers, you will play a vital role in maintaining our high standards of build quality and customer satisfaction.
What You Will Do
- Customer Care & Quality Assurance
- Serve as the primary point of contact throughout the customer journey, ensuring a consistently positive experience.
- Conduct Pre Completion Visits, New Home Demonstrations, and follow-up inspections at 2 weeks and 4 weeks.
- Manage and coordinate the completion of customer defects in line with SLA timescales.
- Promote customer satisfaction surveys at 8 weeks and 9 months, driving scores of 4+ and following up on feedback.
- Ensure full compliance with New Homes Quality Board (NHQB) standards.
- Coordination & Administration
- Log and track all customer defects, telephone calls, and emails in COINS system.
- Prepare and issue weekly defects and inspection reports for each site.
- Maintain and update the Statement of Incomplete Works weekly with site teams.
- Provide feedback to technical and commercial departments on defective materials and recurring issues.
- Ensure full GDPR compliance in all data capture and recording.
- Team & Contractor Management
- Allocate work appropriately between Customer Service Operatives (CSOs), site teams, and contractors.
- Oversee CSO and contractor performance, escalating poor outcomes to the Head of Customer Service.
- Schedule and coordinate CSO workload effectively.
- Ensure materials are available for timely remediation.
- Monitor health and safety compliance for all CSOs and contractors on site.
- Financial Management
- Control costs and process contra charges.
- Authorise quotes in line with company Principles of Controls.
- Process purchase orders, invoices, and BACS payments within required timescales.
- Problem Resolution
- Address and upscale unsuccessful remediation attempts as needed.
- Maintain reasonable timescales and keep customers informed throughout all processes.
- Follow complaints procedures and ensure out-of-hours services work effectively.
- Attend site close-out meetings and manage outstanding issues to completion.
What We Are Looking For
Essential
- Strong customer service background with proven ability to manage customer relationships.
- Excellent organisational and administrative skills with high attention to detail.
- Experience with defect management and coordinating remedial works.
- Proficiency with property management systems (COINS experience advantageous).
- Strong communication skills, both written and verbal.
- Ability to balance multiple priorities and work to strict deadlines.
- Understanding of health and safety regulations.
- Financial acumen with experience in budget management and cost control.
Desirable
- Knowledge of the housebuilding industry and warranty periods.
- Familiarity with New Homes Quality Board (NHQB) requirements.
- Experience managing contractors and operatives.
- Understanding of GDPR compliance requirements.
We are committed to creating an inclusive and diverse workplace. We welcome applications from all qualified candidates.
Customer Experience Manager employer: Deverell Smith Recruitment Ltd
Contact Detail:
Deverell Smith Recruitment Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Tailor your answers to show how your experience aligns with their customer service goals. We want to see that you’re genuinely interested in making a difference!
✨Tip Number 3
Practice your communication skills! As a Customer Experience Manager, you'll need to convey information clearly and effectively. Role-play common interview questions with a friend to boost your confidence.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Customer Experience Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Customer Experience Manager role. Highlight your customer service experience and any relevant skills that match the job description. We want to see how you can be the cornerstone of our customer journey!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer experience and how your background makes you the perfect fit for this role. Don’t forget to mention your organisational skills and attention to detail!
Showcase Relevant Experience: When filling out your application, make sure to showcase any experience with defect management or coordinating remedial works. We love seeing candidates who understand the ins and outs of customer satisfaction and quality assurance.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at Deverell Smith Recruitment Ltd
✨Know Your Customer Journey
Familiarise yourself with the entire customer journey outlined in the job description. Be ready to discuss how you would ensure a consistently positive experience from the Pre Completion Visit to the end of the warranty period. This shows you understand the role's importance in maintaining high standards.
✨Showcase Your Organisational Skills
Prepare examples that highlight your organisational and administrative skills. Discuss how you've managed multiple priorities in the past, especially in relation to defect management and coordinating remedial works. This will demonstrate your ability to handle the demands of the role.
✨Communicate Clearly
Practice articulating your thoughts clearly and concisely. Since strong communication skills are essential for this position, consider role-playing common interview questions with a friend. This will help you convey your ideas effectively during the actual interview.
✨Understand Compliance and Regulations
Brush up on relevant regulations like GDPR and NHQB standards. Be prepared to discuss how you would ensure compliance in your role. Showing that you have a solid understanding of these requirements will set you apart as a knowledgeable candidate.
