Customer Relations Manager - London Stratford, London, England
Job description
Supervising a small team of staff to ensure that the customer journey in relation to home tours, handovers and the 24-month defects period is responsive, professional and provides satisfaction.
You will support the Team Manager to lead the team responsible for delivering Customer Aftercare and managing defects.
The key focus of the Aftercare Team is to deliver effective customer focused solutions to support customers during the 24-month defects period and as Customer Relations Manager you will be responsible for supporting the Customer Relations Co-ordinators on a daily basis ensuring that a high-quality service is delivered to customers.
You will ensure that the Aftercare Team act as an advocate for the Customer and focusing on driving quality in new homes and support acting as the first point of customer contact during the 24-month rectification period up until the end of defects inspection, leading on remediation of defects. You will also support the reporting and management of Latent Defects.
You will take a key role leading on customer service, also providing reports and data to support the Aftercare Manager and the Head of Aftercare with their roles.
