Customer Experience Manager

1 week ago

Leeds, Leeds, United Kingdom Morgan King Full time

Morgan King is an award-winning Premium House Builder committed to delivering excellence in customer experience. We're seeking a Customer Experience Manager to lead our customer service team and ensure seamless communication between homeowners, site teams, and contractors.

This role involves coordinating office-based activities and on-site management to handle customer concerns efficiently. You will work closely with our Customer Liaison Officers, providing leadership and support, and report directly to the Head of Customer Service.

Key Responsibilities:

  • Proven experience in customer service or customer-facing roles, ideally within the house-building or construction industry.
  • Strong understanding of the construction process, home-building standards, and warranty-related issues.
  • Ability to inspire and support Customer Liaison Officers to provide top-tier service.
  • Proficient in Microsoft Office (Excel, Word, Outlook) and CRM systems for managing customer cases and reports.

Requirements:

  • Take ownership of major customer concerns during construction or post-completion.
  • Develop and maintain strong relationships with homeowners, ensuring their concerns are addressed professionally.
  • Liaise with contractors and tradespeople to schedule and oversee remedial work.
  • Provide regular reports to the Head of Customer Service on issue status, customer feedback, and performance metrics.

What We Offer:

A competitive salary (£40,000 - £45,000) reflective of experience and a permanent position with opportunities for growth and development.

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