At a Glance
- Tasks: Lead the customer journey and ensure exceptional service from contract to completion.
- Company: Join a leading residential developer with a high-performing customer care team.
- Benefits: Competitive salary, bonus opportunities, and career development in a supportive environment.
- Other info: Fast-paced role with opportunities for growth and mentorship.
- Why this job: Make a real difference in customers' home-buying experiences and build lasting relationships.
- Qualifications: Experience in customer relations and strong communication skills are essential.
The predicted salary is between 40000 - 50000 £ per year.
Fawkes & Reece are working with a leading residential developer to recruit a Customer Relations Manager. This is an excellent opportunity to join a high-performing customer care team, leading the customer journey from exchange of contracts through to completion, handover, and aftercare while delivering an exceptional customer experience.
Working closely with internal departments including Sales, Construction, Property Management, Concierge, and Aftercare, you will play a key role in ensuring customers receive a seamless, professional service throughout their home-buying journey.
Key Responsibilities- Lead and manage the customer journey from exchange of contracts through to legal completion, handover, and aftercare.
- Deliver an outstanding customer experience, ensuring high levels of customer satisfaction throughout the new homes process.
- Manage and resolve complex customer enquiries, complaints, defects, and escalated issues in partnership with the Aftercare and Construction teams.
- Build and maintain strong relationships with purchasers, acting as the main point of contact for customer-related matters.
- Liaise with Sales, Construction, Property Management, Concierge, and Managing Agents to ensure a seamless customer journey.
- Coordinate customer communications during remediation programmes and major works, providing timely and professional updates.
- Monitor customer satisfaction, identify trends, and implement improvements to enhance the overall customer experience.
- Produce reports on customer feedback, service performance, and key performance indicators for senior management.
- Maintain accurate customer records using Salesforce or other CRM systems.
- Support and mentor Customer Service Coordinators where required, promoting best practice and a customer-first culture.
- Previous experience as a Customer Relations Manager, Customer Care Manager, Senior Customer Service Coordinator, or similar role within residential property, new homes, construction, or a related sector.
- Excellent communication and relationship-building skills with the ability to manage challenging customer situations professionally.
- Strong organisational skills with the ability to manage multiple priorities in a fast-paced environment.
- Experience handling customer complaints and delivering successful resolutions.
- Proficient in Microsoft Office and CRM systems, ideally Salesforce.
- A proactive, customer-focused approach with excellent attention to detail.
- Knowledge of the new homes customer journey and post-completion customer care processes would be highly advantageous.
- Salary: £40,000-£50,000 (depending on experience)
- Monday-Friday, 9:00am-5:30pm (37.5 hours)
- Office-based (5 days per week)
- Competitive benefits package, including discretionary bonus and career development opportunities.
- Opportunity to join a leading residential developer with a supportive team, excellent working environment, and genuine career progression.
If you’d like to find out more or discuss the opportunity in confidence, please contact Max at Fawkes & Reece London.
Customer Relations Manager employer: Fawkes & Reece London
Fawkes & Reece London is an excellent employer that fosters a dynamic and supportive work culture, perfect for those looking to thrive in the recruitment sector. With a strong emphasis on career progression, employees benefit from competitive commissions, engaging team events, wellness support, and generous annual leave, all while contributing to the growth of a reputable firm in a vibrant city.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relations Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Fawkes & Reece London. 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 Fawkes & Reece London 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 Customer Relations Manager
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 Fawkes & Reece London:Your cover letter is your chance to shine! Tell us why you want to work at Fawkes & Reece London 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 Fawkes & Reece London!
How to prepare for a job interview at Fawkes & Reece London
✨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.
