Overview
The Senior Customer Experience Manager will champion the delivery of a first-class service throughout the Customer Journey. Working closely with the Customer Experience Director, you will support the maintenance of high aftercare standards, ensuring customer issues are managed safely, professionally and within agreed timescales. You will play a key role in driving year-on-year improvements in customer satisfaction, building strong and lasting relationships both internally and externally. Reporting directly to the Customer Experience Director, you will support the day-to-day operations of the Customer Experience team, managing the in-house Coordinators and Operatives and acting as the first point of escalation for all customer-related matters. Given the nature of the enquiries handled, a background in construction or residential development is highly desirable. Above all, you will be passionate about delivering exceptional customer service, consistently going above and beyond to exceed customer expectations. This role will initially involve regular travel to Peterborough (2-3 days per week), transitioning to the East regional office as the region matures.
Responsibilities
* Take ownership of customer escalations, managing and resolving issues in line with warranty provider and Consumer Code standards, including regular customer visits to maintain a 5 rating.
* Ensure personal and team compliance with company policies and procedures, supporting team development through regular 1-2-1s, training and personal development plans.
* Handle all customer contacts (telephone, email, online and social media) professionally, ensuring all issues are accurately recorded within company systems.
* Coordinate with colleagues to provide continuous telephone cover throughout the working day.
* Arrange inspections and rectification of remedial enquiries, agreeing valid warranty issues and managing them within agreed KPIs.
* Liaise with Site Management teams, Customer Experience Operatives and external subcontractors to ensure remedial works are completed efficiently, in line with Buildmark Warranty requirements and Service Level Agreements.
* Work closely with the Customer Experience Director to ensure defects are managed by the appropriate teams in a timely and cost-effective manner.
* Use IT systems and reporting tools to manage defect resolution, highlighting underperformance or risks to the Customer Experience Director.
* Liaise with Commercial and Buying teams to order materials for defect resolution and complete contra-charges where required.
* Provide administrative support to the department, including customer correspondence, electronic and paper filing, and report production.
* Carry out post-completion customer satisfaction calls.
* Assist the wider team by carrying out Quality Assurance inspections as required.
* Complete End of Defects inspections with local housing authorities, ensuring works are closed and retention claims can be processed.
* As part of our continued growth, support and help shape the expanding East region with regional responsibility and the flexibility to travel as the region develops.
* Demonstrate a customer-first mindset with a genuine passion for delivering high-quality new homes.
* Strong communication and relationship-building skills, with the ability to work effectively with customers and internal teams.
* Industry knowledge of new home construction and quality standards.
* Highly organised and self-motivated, with the ability to manage multiple inspections, follow-ups and priorities.
* Confident decision-making skills, able to work under pressure and resolve issues proactively.
* A flexible, positive approach with a commitment to continuous improvement.
* Strong IT skills to support inspection management and reporting.
* Full UK Driving Licence.
About Allison Homes
At Allison Homes, we are an award-winning private housebuilder creating beautiful homes and communities across the Central and East of England, the East Midlands and the South West. Our mission is to deliver affordable yet aspirational homes, ensuring quality, accessibility and long-term value for our customers and communities. Our people are at the heart of our success. Collaboration and teamwork underpin everything we do, guided by our core values of Trust, Teamwork, Kindness, Passion and Performance.
Benefits
* Competitive salary.
* Discretionary Bonus Scheme.
* Car allowance (with option to join the company salary sacrifice car scheme - T&C s apply).
* 25 days holiday (extending to 27 days holiday after two years of continuous service).
* Pension Scheme.
* Group Life Assurance.
* Group Income Protection Scheme.
* Smart Health Employee Assistance Programme.
* Simply Health Cash Plan (opt in).
* Allison Homes House purchase discount scheme.
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