Customer Liaison Manager

4 weeks ago

Stirling, United Kingdom Avant Homes Full time

**Here at Avant Homes, we look to constantly challenge the status quo in our relentless pursuit of new, better and different ways to be amazing**

**We are looking for people who share our passion and want to stand out from the crowd, take pride in what we do and be part of an energetic, values-driven and diverse team.**

Avant Homes are a HBF Five Star Rated housebuilder operating in Scotland, the North East of England, Yorkshire and the Midlands, with seven regional offices employing over 700 people.

We have ambitious growth plans and the commitment to achieve them. Our mission is to become the housebuilder of choice in the North by making aspirational homes attainable.

**Due to continued success and future business growth, we have an exciting opportunity for a Customer Liaison Manager to join our team looking after our developments around Stirling, Scotland.**

**The Role**

**Are you an organised, customer experience focused individual who possess excellent attention to detail? If the answer is yes, then look no further, your next career could be with us**

This is an exciting opportunity for an individual who has a focus on face-to-face customer service, with a keen eye for problem solving, strong organisational skills and the ability to communicate at all levels.

As our Customer Liaison Manager, you will be our customers' key point of contact from the moment they are introduced to their home onwards, managing the customer relationship, ensuring quick and effective resolutions to defects in order to meet and exceedour customers' expectations.

As this is a mobile role, a full UK driving licence is required.

**Key duties and requirements**
- Attending properties to walk our customers through their home demonstration.
- Active involvement with Site/Sales teams in order to ensure an awareness of the properties that are due to complete.
- Carrying out handover meetings with our customers on their day of completion in accordance with company guidelines.
- Managing Customer expectations, meeting and communicating promptly and effectively to qualify, rectify and resolve defects.
- Liaising with all Trades and Sub Contractors to ensure completion of agreed defects.
- Maintaining reasonable timescales for customers for any remediation works, ensuring customers are kept informed throughout the processes taking place within their home.
- Developing strong, lasting relationships with customers, ensuring all communication is uploaded onto COINS.
- Monitoring re-occurring defects and escalating any issues to the relevant departments.
- Attending NHBC claim investigation meetings when required.

**Who are we looking for?**

To be successful as our Customer Liaison Manager, experience of working within a similar role for a housebuilder, housing association or local authority is essential along with knowledge of new home construction and NHBC guidelines and tolerances.

You will also need to be highly organised and possess the following;
- A full UK driving licence
- Strong knowledge of the Construction and Technical processes.
- Be flexible and adaptable to changing business requirements.
- A natural and engaging communication style, demonstrating a passion and excellence for customer contact, developing trusting relationships both internally and externally.
- Convey excellent project management skills along with the ability to provide an excellent customer experience.
- The ability to work independently, remain calm in a crisis, prioritise workload, take initiative and make informed decisions.
- Previous experience of using the COINS ERP system would be advantageous.

**What will you get in return?**
- Discretionary bonus
- Buy, sell and accrual holiday scheme
- Private Health care
- Company Pension
- Life Assurance
- Other Benefits including our exclusive Avant discount platform

**If this sounds like you, dare to be different, join us and be a part of Avant's future success**

**As this role requires entry to customers' homes, a basic level DBS (Disclosure Barring Service) check will be required if successful as a condition of employment

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