Senior Customer Experience Manager

3 weeks ago

United Kingdom Allison Homes Limited Full time

Allison Homes is an award-winning private housebuilder dedicated to creating beautiful homes and communities across the East of England, the East Midlands and the South West. We are looking for enthusiastic individuals to help us achieve our ambitious growth plans and goals, to be part of our journey and grow their career along with our success.
Our mission is to provide affordable yet aspirational homes to our communities, ensuring that new homes are accessible and attainable for all with a quality product suitable for everyone.
Do you have a passion for delivering first-class customer service? We are seeking an individual with residential property experience to join our expanding customer experience team at Allison Homes.
As the Senior Customer Experience Manager, you’ll play a pivotal part in maintaining high standards of after care to ensure our customers satisfaction, safely, professionally and within reasonable timescales. You’ll be working closely with the team of Customer Experience Coordinators and Operatives, reporting directly to the Head of Customer Experience, and working closely to provide a 1 st class service to our customers throughout the Customers Journey.
This is a really exciting opportunity to join a fast-growing company as we evolve our brand and strive to be one of the UK’s most trusted homebuilders.
Office based role, Hampton, Peterborough – Flexibility to consider 1-2 days working from home.
Full-time, Permanent
Ensure personal and team compliance with all relevant policies and procedures, whilst supporting growth and development within the team through regular 1-2-1’s, training and personal development plans.
Ensure all contacts (calls, emails, online, Social Media) received are handled professionally and courteously, with all issues appropriately recorded in the Company’s system.
Coordinate with colleagues to ensure the department provides continual telephone cover throughout the working day
Liaise between Site Management teams, Customer Care Operatives, and external Sub-contractors to ensure all remedial works are completed efficiently, in accordance with the Buildmark Warranty and in line with the company’s stated Service Level Agreements
Communicate with the Head of Customer Experience to ensure all defects are dealt with by the appropriate personnel and in a cost-effective manner
Utilise the IT system and associated reporting to manage resolution of defects and identify to the Head of Customer Experience where performance is falling below expected levels
Liaise with the Commercial/Buying departments to order materials in accordance with arrangements made for defect resolution and complete contra-charges where applicable
Provide administrative support for the Department, to include handling and responding to all customer correspondence, electronic and paper filing, production of reports
Work with the wider business to support growth and change
Support the wider team by carrying out Quality Assurance inspections on a demand basis
Carry out of End of Defect inspections with local housing authorities ensuring works captured are managed and closed allowing the business to claim any retention owing
Exceptional customer service experience
Good time management skills and proven ability to manage various stakeholders at a time
Simply Health Cash Plan
Company Pension
Discretionary Bonus or Commission Scheme
Life Assurance
House purchase discount scheme on Allison Homes

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