Customer Relations Manager
Our client is a market leading property company based in Staffordshire, recruiting for a Customer Relations Manager to manage their team of Customer Relations Executives.
This company are a residential property business based nationally. They are a FTSE 100 business and have a truly market leading reputation.
Liaise with the Business Unit Head of Customer Service to gain knowledge/understanding of relevant sites and customers.
Attend property inspections where escalated
Complete relevant inputs on the IT system to notify successful completion of property inspections
Where unsuccessful, prepare an advisory report for the Site Manager, Managing Director and other relevant directors/managers to confirm the issues identified, and a new inspection date/time
Carry out Home Introductions in accordance with company guidelines.
Log any issues or concerns
Maintain oversight of any remediation activity to ensure satisfactory issue resolution
Upon the successful completion of the Home Introduction, inform relevant parties and ensure all keys are handed over to the Sales Executive and guarantees/warranties are left in the home, in readiness for home moved
In conjunction with the Customer Support team, liaise with customers following their move in, to ensure they are settling in happily and there are no issues.
Conduct a Courtesy visit 4- 6 weeks after the home visit, to ensure that customers are settled in.
In conjunction with the Customer Support team, coordinate work to address any issues at any stage post move in.
Manage outstanding works, ensuring the customer is kept well informed throughout.
Liaise with the Head of Customer Service to ensure customers are continually up to date with outstanding works and arising customer issues; and also feeding back associated customer data for analysis.
Work in close coordination with Customer Support team to ensure that all items are logged on the central database.
Undertake general administration duties and diary management as required in conjunction with the Customer Support team and customers
You will have proven experience in working well under pressure in a fast moving customer facing environment
A person who is open to change and continually strives to improve performance and be the best that they can be
Ability to work independently, remain calm in a crisis, prioritise work, take initiative and make informed decisions
A Polite, friendly and professional person who is solution focused and passionate about getting things right first time in spite of challenges and obstacles
A natural and engaging communication style, demonstrating a passion and excellence for customer contact, developing trusting relationships both internally and externally
Desirable but not essential you will have experience/knowledge of the property industry
£30-34,000 + benefits