Head of Customer Services

Job Description

With lots of exciting plans in the pipeline, theres never been a better time to join Avant Homes, let us tell you why…Avant Homes is a housebuilder operating in Scotland, the North East of England, across Yorkshire and the East and West Midlands, with eight regional offices employing over 600 people.We have ambitious growth plans and are looking for passionate individuals to help us achieve them. Our mission is to provide affordable yet aspirational homes to our communities, ensuring that new homes are accessible and attainable for all with a productsuitable for everyone.Avant Homes are proud to employ local people across our developments and within our regional offices, teamwork is key to everything that we do.We are looking for people who want to be a part of something special, so why not start the foundations and build your career with us todayDue to continued success and future business growth, we have an exciting opportunity for a Head of Customer Services to join our team based at our Central Office in Barlborough, Chesterfield. The RoleDo you have a passion for delivering a first-class customer service experience Do you possess leadership experience within a residential housebuilding environmentJoining our team as Head of Customer Service, you will be responsible for the day to day running of our customer service 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.Key duties and requirementsYou will also be responsible 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, t 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 forTo be successful as our Head of Customer Service, you will possess previous experience of working as a Customer Service Manager or Head of Customer Service 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 Avants future success!

Keyskills :
Sales ManagerCustomer Service ManagerHead of SalesCall Centre ManagerCustomer Care ManagerHead of Customer ServicesAssistant Sales Manager