Customer Liaison Manager

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 Customer Liaison Manager to join our team based at our North East office in Sunderland.The RoleAre you organised, analytical and have a good attention to detail Do you want to be a part of a friendly, driven team If yes, then look no further, your next career could be with us! Joining our team as our Customer Liaison Manager, you will be our customers key point of contact from the moment they are introduced to their home onwards, managing the customer relationship, ensuring quick and effective resolutions to defects in orderto meet and exceed our customers expectations.This is an exciting opportunity for an individual who has a keen focus on face-to-face customer service and experience with a keen eye for problem solving, strong organisational skills and the ability to communicate at all levels.Key duties and requirementsYou will also be responsible for but not limited to;

• Attending properties to walk our customers through a home demonstration alongside the Site Manager.
• Actively be involved with Site/Sales teams to ensure an awareness of the properties that are due to complete.
• Carrying out Handover meeting with our customers on day of completion in accordance with company guidelines.
• Managing Customers expectations, meeting and communicating promptly and effectively to qualify, rectify and resolve defects.
• Liaising with all Trades, Sub Contractors to ensure completion of agreed defects.
• Maintaining reasonable timescales for customers for any remediation works and ensure that customers are kept informed throughout any process taking place in their home.
• Developing good and lasting relationships with customers and ensure all communication is uploaded onto COINS.
• Monitoring re-occurring defects and raise any issues to Head of Customer Service, Technical & Commercial departments.
• Attending NHBC claim investigation meetings when required.

Who are we looking forTo be successful as our Customer Liaison Manager, experience of working within a similar role for a housebuilder, housing association or local authority is essential along with some knowledge of new home construction.You will also need to be highly organised and possess the following;

• A full UK driving licence
• Good knowledge of the Construction and Technical Processes is essential.
• Flexible and adaptable to changing requirements.
• A natural and engaging communication style, demonstrating a passion and excellence for customer contact, developing trusting relationships both internally and externally.
• Convey excellent project management skills along with the ability to provide an excellent customer experience.
• Ability to work independently, remain calm in a crisis, prioritise work, take initiative and make informed decisions.
• Previous experience of using the COINS ERP system would be advantageous.

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

*As this role requires entry to customers homes, a basic level DBS (Disclosure Barring Service) check will be required if successful as a condition of employment*If this sounds like you, join us and be a part of Avants future success!

Keyskills :
ConstructionCustomer Service ManagerNew HomesCustomer Service Team LeaderCustomer Care ManagerCustomer Liaison Manager