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Customer Engagement Coordinator

2 months ago

Chesterfield, United Kingdom Approach Personnel Ltd Full time

About Us
Approach Personnel Ltd is a dynamic recruitment agency specializing in connecting talented individuals with leading companies in the housing sector. We are currently seeking a skilled Customer Liaison Manager to join our client's team, focusing on the South Yorkshire area.

Our Vision
We are committed to delivering high-quality, affordable homes to our communities. Our aim is to ensure that new housing options are accessible to everyone, creating a positive impact in the regions we serve.

The Role
As a Customer Liaison Manager, you will serve as the primary contact for customers from the moment they complete their purchase. Your role will involve managing customer relationships and ensuring prompt resolutions to any issues that arise, all while striving to exceed customer expectations.

Key Responsibilities
Your duties will include, but are not limited to:

  • Acting as the main point of contact for customers for up to 20 weeks post-completion, ensuring adherence to customer journey policies and industry regulations.
  • Collaborating with Site and Sales teams to stay informed about upcoming property completions.
  • Conducting initial home visits one week after legal completion to address any questions or concerns.
  • Managing first-stage customer escalations effectively.
  • Setting and managing customer expectations, ensuring timely communication regarding defect resolutions.
  • Liaising with trades and subcontractors to ensure all agreed-upon defects are addressed.
  • Keeping customers informed throughout any remediation processes in their homes.
  • Building and maintaining strong relationships with customers, ensuring all communications are documented.
  • Monitoring recurring defects and reporting issues to relevant departments.
  • Facilitating home demonstrations prior to handover and attending legal completions as necessary.
  • Participating in NHBC claim investigation meetings when required.

Candidate Profile
The ideal candidate will possess:

  • A full UK driving license.
  • Strong knowledge of construction and technical processes.
  • Flexibility and adaptability to changing requirements.
  • Excellent communication skills, with a focus on building trust with customers and colleagues.
  • Strong project management abilities and a commitment to delivering exceptional customer experiences.
  • The capacity to work independently, manage priorities, and make informed decisions.
  • Experience with COINS ERP system is advantageous but not mandatory.

What We Offer
In return for your expertise, we provide:

  • A discretionary bonus structure.
  • A company car plan or cash allowance.
  • A flexible holiday scheme allowing you to buy, sell, or accrue leave.
  • Private healthcare options.
  • A comprehensive company pension plan.
  • Life assurance coverage.
  • Additional benefits through our exclusive discount platform.

This opportunity is being advertised on behalf of Approach Personnel Ltd, acting as an employment business. We specialize in recruiting temporary to permanent positions across the UK.