Customer Service Manager

**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 Service Manager to join our team based at our Central head office in Barlborough, Chesterfield.

**The Role**

**Do you have a passion for delivering a first-class customer service experience? Do you possess leadership experience within a residential housebuilding environment, leading a team to achieve five-star customer recommendation status?**

**If yes, then look no further, your next career could be with us**

Joining our team as Customer Service Manager, you will be responsible for the day to day running of our customer care department by taking a hands-on approach in which, you will lead, develop and continually improve the experience for Avant Homes customerswhilst maintaining our high-quality standards and 5-star customer recommendation status.

**Key duties and requirements**

You will also be responsibilities for but not limited to;
- Manage the Customer Service team effectively, to ensure that the department fully implements company policies and procedures and that all issues raised by the customer are dealt with professionally, quickly and to their complete satisfaction.
- Ensuring consistent delivery of customer service, to include maintaining our 5-star HBF customer recommendation status at 8 weeks and helping the region improve recommendation status at 9 months.
- Visit customers where required and agree works in-line with NHBC Standards and Avant defect warranty guide.
- Oversee the working partnerships with Housing Associations and Sub-Contractors to ensure that all contractual terms are met.
- Ensure the company is represented at all NHBC Resolution & Claim Inspections.
- Manage Customers' expectations, meeting and communicating promptly and effectively to qualify, rectify and resolve defects.
- Carry out plot sign off inspections.
- Liaise regularly with the Construction, Technical, Commercial and Sales departments to ensure customer service issues are minimised and handled efficiently.
- Ensure cost controls are put in place and monitored, identifying potential cost recovery and ensuring operation costs are within budget.
- Participate and deliver departmental performance at weekly management meetings.
- Provide key status reports, analysis and updates on all KPIs relating to the customer service function.

**Who are we looking for?**

To be successful as our Customer Service Manager, you will possess previous experience of working as a Customer Care Manager or Customer Liaison Manager for either a new build residential developer, main contractor or local authority.

To be considered for the role, you must also have;
- Experience of managing and leading a successful team.
- Knowledge of budget forecasting.
- Excellent communication and presentation skills.
- Strong stakeholder management skills.
- Awareness of the NHBC tolerances and regulations.
- Extensive knowledge of the Customer Service Policies and Processes
- A full UK driving licence

**What will you get in return?**
- Discretionary bonus
- Company car plan/ cash allowance
- 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