Senior Customer Experience Manager

There has never been a better time to join Allison Homes and be part of our exciting growth journey. Allison Homes is an award-winning private housebuilder dedicated to creating beautiful homes and communities across the East of England, the East Midlands and the South West.
We are proud of our people, and collaboration and teamwork is key to everything we do.We are looking for enthusiastic individuals to help us achieve our ambitious growth plans and goals, to be part of our journey and grow their career along with our success.Our mission is to provide affordable yet aspirational homes to our communities, ensuring that new homes are accessible and attainable for all with a quality product suitable for everyone.About the RoleDo you have a passion for delivering first-class customer service? We are seeking an individual with residential property experience to join our expanding customer experience team at Allison Homes.As the Senior Customer Experience Manager, you’ll play a pivotal part in maintaining high standards of after care to ensure our customers satisfaction, safely, professionally and within reasonable timescales. You’ll be working closely with the team of Customer Experience Coordinators and Operatives, reporting directly to the Head of Customer Experience, and working closely to provide a 1 st
class service to our customers throughout the Customers Journey.This is a really exciting opportunity to join a fast-growing company as we evolve our brand and strive to be one of the UK’s most trusted homebuilders.Dependent upon experienceLocationOffice based role, Hampton, Peterborough – Flexibility to consider 1-2 days working from home.Job TypeFull-time, PermanentKey Duties:Take ownership of customer escalations, implement, and execute resolution in line with the warranty provider and consumer code standards including regular visit to customers to achieve and maintain a 5* rating.Ensure personal and team compliance with all relevant policies and procedures, whilst supporting growth and development within the team through regular 1-2-1’s, training and personal development plans.Ensure all contacts (calls, emails, online, Social Media) received are handled professionally and courteously, with all issues appropriately recorded in the Company’s system.Coordinate with colleagues to ensure the department provides continual telephone cover throughout the working dayArrange the inspection and rectification of remedial enquiries where necessary to agree valid warranty issues within set KPI’sLiaise between Site Management teams, Customer Care Operatives, and external Sub-contractors to ensure all remedial works are completed efficiently, in accordance with the Buildmark Warranty and in line with the company’s stated Service Level AgreementsCommunicate with the Head of Customer Experience to ensure all defects are dealt with by the appropriate personnel and in a cost-effective mannerUtilise the IT system and associated reporting to manage resolution of defects and identify to the Head of Customer Experience where performance is falling below expected levelsLiaise with the Commercial/Buying departments to order materials in accordance with arrangements made for defect resolution and complete contra-charges where applicableProvide administrative support for the Department, to include handling and responding to all customer correspondence, electronic and paper filing, production of reportsUndertake post-completion satisfaction calls to customers.Work with the wider business to support growth and changeSupport the wider team by carrying out Quality Assurance inspections on a demand basisCarry out of End of Defect inspections with local housing authorities ensuring works captured are managed and closed allowing the business to claim any retention owingWhat you will bring:Exceptional customer service experienceDrive to be a champion for the customerThe ability to work independently and be a team player within the businessThe ability to prioritise work and use initiative.Good time management skills and proven ability to manage various stakeholders at a timeExcellent organisational skills and ability to be proactive and work under pressureA good knowledge or interest in the construction and residential property industryAbility to thrive in a fast-paced environmentWhat you get in return:Positive and supportive work environmentSimply Health Cash PlanCompany PensionDiscretionary Bonus or Commission SchemeLife AssuranceHouse purchase discount scheme on Allison HomesAre you ready to embark on an exciting journey with Allison Homes? If this sounds like you, apply today and be part of Allison Homes future success. Closing date 31st May 2024How to applyPlease send us your CV along with an optional covering letter ideally including details of your current salary and notice period to ##### This job advert will close as soon as sufficient applications have been received, and therefore you should apply for this job as soon as possible.Unfortunately, due to the high volume of applications that we receive, only successful candidates will be contacted.
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