Customer Experience Manager
Location: Barnet
Employment Type: Full-time
Salary: £55,000
Working Hours: 8:30 - 17:00 Monday - Friday

About the Role

We're 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'll play a vital role in maintaining our high standards of build quality and customer satisfaction.

What You'll 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 escalate 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're 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

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  We are committed to creating an inclusive and diverse workplace. We welcome applications from all qualified candidates