Customer Services Manager

Job Purpose: To manage the Customer Service operation within an allocated geographical area, ensuring an efficient and responsive customer service through the 2 year warranty period. Responsibilities and Accountabilities: * Liaise and correspond with customer at commencement of sales procedure through to occupation. * Liaise and correspond with the Sales Admin manager, Commercial, Technical and Contraction for purchaser extras and be responsible for processing those extras. * Liaise and correspond with customer in relation to customer choices and be responsible for those choices. * Keep up to date and well-presented customer files. * Sales progression. * Keep accurate log of all customer interaction. * Prepare handover manuals for all properties in your portfolio, liaising with technical to ensure accuracy of information. * Complete brochure compliance checks. * Carry out site inspections prior to intended APC date using Fieldview. * Carry out final inspection of properties with Construction Site Manager using Fieldview. * To arrange Pre Occupations and Handover appointment with customers and ensure completion of any matters which may arise from meetings. All to be documented on Fieldview. * Liaise with Construction Manager / Sub Contractors to ensure any snagging items identified in pre occupation or handover meetings are dealt with promptly. * Inspect post completion maintenance defects reported by customers in portfolio and arrange attendance by the appropriate contractors during the 2 year warranty period ensuring that customers are kept fully updated during the repair process. * Regularly attend estate walks. * To develop and maintain positive interaction within your team to ensure all information is pro-actively and accurately reported to Customer. * Complete weekly Stock Plot checks. * Where applicable, responsible for obtaining RAMS for review of works to take place by contractors liaising with the Health and Safety & Construction team. * Ensure there is active use of My Home Plus with all customers continually achieving an 80% sign up rate. * Report and document defect trends to be circulated to respective site team monthly for review. Person Specification: * Self-driven, results-oriented with a positive outlook * Has a clear focus on exceptional customer service * Flexible * Calm, credible, and comfortable in dealing with a wide variety of stakeholders * Reliable, tolerant, and determined * Good Team Player * Empathic communicator, able to see things from the other person's point of view * Keen to deliver exceptional customer service * Well-presented and business like Please note our standard working hours are 8am until 5.30pm Monday to Friday