Customer Liaison Manager

The Company My client is an award-winning and leading Premium House Builder, who build affordable homes across the Midlands, Yorkshire, North West, North East and Scotland. They’re committed to driving and delivering excellence, and believe that their customer experience is what sets them apart from other House Builders. This is why they are looking for a dedicated and proactive Customer Liaison Manager to join their team. The Role As a Customer Liaison Manager, you will be the key point of contact for managing significant customer issues that arise on-site and post-completion. This role involves both office-based coordination and on-site management, ensuring that customer concerns are handled efficiently and effectively. You will work closely with their Customer Liaison Officers, providing leadership and support, and will report directly to the Head of Customer Service. Your ability to navigate challenging situations, collaborate with contractors, and maintain a focus on delivering high-quality outcomes for customers will be critical to your success in this role. This is an exciting opportunity to take on a senior position in a company that values customer satisfaction as much as the quality of our homes. Experience: * Customer Service Leadership: Proven experience in a customer service or customer-facing role, ideally within the house-building or construction industry, with a focus on managing complex or high-level issues. * Construction/Technical Knowledge: A strong understanding of the construction process, home-building standards, and warranty-related issues. You’ll need to be comfortable discussing technical aspects of home maintenance and repairs with both customers and contractors. * Strong Communication Skills: Exceptional verbal and written communication skills, with the ability to explain complex information in a clear, concise, and empathetic manner. You must be comfortable interacting with customers at all levels, from first-time buyers to seasoned homeowners. * Problem-Solving: A solutions-oriented approach with the ability to handle challenging situations, make informed decisions quickly, and manage customer expectations in high-pressure environments. * Leadership and Teamwork: Experience managing or supervising a team. You’ll need to inspire and support your Customer Liaison Officers, ensuring they provide top-tier service. * Organizational Skills: Excellent organizational and multitasking skills with the ability to manage a portfolio of customer issues, track their progress, and ensure timely resolution. * IT Skills: Proficient in Microsoft Office (Excel, Word, Outlook) and CRM systems for managing customer cases and reports. Responsibilities: * Customer Issue Management: Take ownership of major customer concerns that arise during construction or post-completion. You’ll be responsible for managing complex or high-profile issues that require a higher level of attention. * Liaison with Customer Liaison Officers: Work closely with the Customer Liaison Officers to ensure seamless communication between homeowners, site teams, and contractors. Provide leadership and guidance to your team, ensuring they meet company standards for service excellence. * Site Visits: Conduct regular site visits to inspect reported issues, oversee on-site repairs, and ensure that all work is completed to a high standard and in a timely manner. * Customer Relationship Building: Develop and maintain strong relationships with homeowners, ensuring that their concerns are addressed with professionalism and care. Communicate updates clearly and manage expectations effectively throughout the resolution process. * Contractor Coordination: Liaise with contractors and tradespeople to schedule and oversee remedial work, ensuring that issues are resolved promptly and to the satisfaction of the customer. * Reporting and Feedback: Provide regular reports to the Head of Customer Service on the status of ongoing issues, customer feedback, and performance metrics. Use customer insights to identify trends and recommend process improvements to enhance the customer journey. * Continuous Improvement: Collaborate with internal departments, including construction and quality control, to address recurring issues and ensure long-term improvements in build quality and service delivery. Permanent Position offering a competitive salary to the successful candidate (£40,000 - £45,000) reflective of experience