Director of Customer Experience

7 days ago


Basingstoke, Hampshire, United Kingdom Sovereign Housing Full time
Job Description:
Sovereign Housing is seeking a talented individual to fill the role of Customer Satisfaction Expert. As a key member of our team, you will be responsible for overseeing aftercare services throughout the construction, handover, and post-occupancy phases for new and legacy developments. This position requires a deep understanding of regulatory and technical standards, as well as a commitment to supporting customers with a high level of empathy and professionalism.

Key Responsibilities:
Leadership of regional aftercare teams, developing and implementing aftercare strategies, data and trend-analysis, and acting as the primary point of contact for homeowners' concerns and warranty claims and complaints.
Oversight of pre- and post-handover phase for Sovereign's residential development projects by implementing effective aftercare strategies
Development and implementation of comprehensive and proactive strategic plans to enhance customer satisfaction and streamline aftercare processes, policies, and procedures
Implementation and reporting defect root-cause analysis, patterns, and lessons-learned guidance notes to educate and mitigate against defects and enhance overall construction quality.

Requirements:
Problem-solving skills aligned with SNG's values and leadership behaviors, fostering an environment of trust, transparency, inclusion, and employee wellbeing
Significant experience within a customer service leadership role within the residential construction industry
Demonstrable track record in managing aftercare services and defect resolution in new homes
Knowledge of regulatory and technical standards
Proficiency in customer service software, digital platforms, and defect management systems

About Us:
We are committed to providing excellent customer satisfaction and ensuring all our homes meet a standard fit for the future. We offer a competitive salary of £80,000 per annum, flexible working arrangements, and a range of benefits including private medical insurance, dental insurance, and critical illness cover.

What You Can Expect:
A dynamic work environment with opportunities for career growth and development
A competitive salary package of £80,000 per annum
A range of benefits, including private medical insurance, dental insurance, and critical illness cover
Flexible working arrangements to suit your needs


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