At a Glance
- Tasks: Lead a team to ensure exceptional customer satisfaction in residential housebuilding.
- Company: Award-winning housebuilder with exciting developments across Kent.
- Benefits: Competitive salary, career growth, and a supportive team environment.
- Other info: Opportunity to mentor a dedicated team and drive customer care excellence.
- Why this job: Make a real difference in homeowners' lives while solving technical challenges.
- Qualifications: Experience in customer relations and a solid understanding of residential construction.
The predicted salary is between 40500 - 49500 £ per year.
Our client is an award-winning housebuilder with an extensive pipeline of live and forthcoming developments across Kent.
In line with sustained regional growth, they are looking to appoint an experienced Customer Relations Manager to work alongside the Head of Customer Service and lead an established team of Coordinators and Operatives.
This is a hands-on, technically focused role where you will take ownership of investigating defects, diagnosing building issues and coordinating remedial works through to timely close-out.
The position requires a practical, solutions-driven professional who can collaborate effectively with site teams and subcontractors, liaise professionally with homeowners and champion exceptional customer satisfaction standards.
Key Responsibilities
- Manage, mentor and support the customer care team, including Coordinators and directly employed Operatives.
- Act as the primary point of contact for homeowners, providing clear, transparent updates and empathetic communication throughout the rectification process.
- Conduct property inspections to investigate reported defects, assess workmanship standards and establish appropriate corrective measures.
- Partner closely with site, technical and commercial departments to resolve complex technical defects and prevent recurring issues.
- Monitor defect schedules, open tickets and customer care KPIs to ensure issues are closed out strictly within agreed SLAs.
- Maintain rigorous compliance with NHBC guidelines, warranty provider requirements, Building Regulations and internal customer care standards.
- Adopt a pragmatic approach to resolution, balancing sound technical evaluation, commercial discipline and positive customer outcomes.
- Candidate Profile
- Proven track record within customer relations, aftercare or customer care management, specifically within residential housebuilding or property development.
- Sound technical understanding of residential construction, building pathology, finishes and common defect remediation.
- Demonstrable experience managing customer care coordinators or maintenance operatives.
- Thorough familiarity with NHBC warranty criteria, Consumer Code requirements and modern quality standards.
- Confident verbal and written communicator with sharp dispute resolution and de-escalation skills.
- Full UK driving licence with willingness to travel to developments across Kent.
Customer Relations Manager in England employer: Thomas Gray
Join a leading civil engineering consultancy near Stansted, where your expertise will be valued and your career can flourish. With a strong focus on mentorship and professional development, you'll have the opportunity to lead impactful projects while collaborating with a supportive team in a dynamic work environment. Enjoy a culture that prioritises innovation and client satisfaction, making it an excellent place for ambitious engineers to thrive.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relations Manager in England
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Thomas Gray. 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 Thomas Gray 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 in England
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 Thomas Gray:Your cover letter is your chance to shine! Tell us why you want to work at Thomas Gray 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 Thomas Gray!
How to prepare for a job interview at Thomas Gray
✨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.
