Customer Liaison Manager - West Midlands

Closing date: 01/07/2024

Competitive Salary & Discretionary Performance Bonus & Company Car Plan/ Cash Allowance & Holidays (Buy, Sell and Accrual Scheme) & Company Pension & Private Healthcare & Life Assurance & Benefits

With lots of exciting plans in the pipeline, there’s never been a better time to join Avant Homes, let us tell you why…

Avant Homes is a housebuilder operating in Scotland, the North East of England, across Yorkshire and the East and West Midlands, with eight regional offices employing over 600 people.

We have ambitious growth plans and are looking for passionate individuals to help us achieve them. Our mission is to provide affordable yet aspirational homes to our communities, ensuring that new homes are accessible and attainable for all with a product suitable for everyone.

Avant Homes are proud to employ local people across our developments and within our regional offices, teamwork is key to everything that we do.

We are looking for people who want to be a part of something special, so why not start the foundations and build your career with us today?

Due to continued success and future business growth, we have an exciting opportunity for a Customer Liaison Manager to join our West Midlands regional team.

The Role

Are you a customer service focused individual? Do you take pride in building relationships and providing an excellent customer experience?

If the answer is yes, then look no further, your next career could be with us!

Joining our team as our Customer Liaison Manager, you will be our customers’ key point of contact from the moment they are introduced to their home onwards, managing the customer relationship, ensuring quick and effective resolutions to defects in order to meet and exceed our customers’ expectations.

This is an exciting opportunity for an individual who has a keen focus on face-to-face customer service and experience with a keen eye for problem solving, strong organisational skills and the ability to communicate at all levels.

As this is a mobile role covering the West Midlands operating area, a full UK driving licence is required. You will also be required to attend weekly meetings at our head office in Coleshill, West Midlands. 

Key duties and requirements

You will also be responsible for but not limited to;

  • Acting as the dedicated point of contact for our customers from the point of legal completion for up to 20 weeks, ensuring the successful execution of the Avant customer journey policy and the New Homes Ombudsmen regulations.
  • Actively be involved with Site/Sales teams to ensure an awareness of the properties that are due to complete.
  • Hosting the ‘first in home visit’ for our customers, one week post legal completion, resolving any issues or queries raised.
  • Responsibility for all first stage customer escalations.
  • Managing Customers’ expectations, meeting and communicating promptly and effectively to qualify, rectify and resolve defects.
  • Liaising with all Trades, Sub Contractors to ensure completion of agreed defects.
  • Maintaining reasonable timescales for customers for any remediation works and ensure that customers are kept informed throughout any process taking place in their home.
  • Developing good and lasting relationships with customers and ensure all communication is uploaded onto COINS.
  • Monitoring re-occurring defects and raise any issues to Head of Customer Service, Technical & Commercial departments.
  • Taking our customers through their home demonstration prior to handover and attending legal completions as and when required.
  • Attending NHBC claim investigation meetings when required.

Who are we looking for?

To be successful as our Customer Liaison Manager, experience of working within a similar role for a housebuilder, housing association or local authority is essential along with some knowledge of new build construction.

You will also need to be highly organised and possess the following;

  • A full UK driving licence
  • Good knowledge of the Construction and Technical processes is essential.
  • Flexible and adaptable to changing requirements.
  • A natural and engaging communication style, demonstrating a passion and excellence for customer contact, developing trusting relationships both internally and externally.
  • Convey excellent project management skills along with the ability to provide an excellent customer experience.
  • Ability to work independently, remain calm in a crisis, prioritise work, take initiative and make informed decisions.
  • Previous experience of using the COINS ERP system is desirable yet not essential.

What will you get in return?

  • Discretionary bonus
  • Company car plan/cash allowance
  • Buy, sell and accrual holiday scheme
  • Private Health care
  • Company Pension
  • Life Assurance
  • Other Benefits including our exclusive Avant discount platform

If this sounds like you, join us and be a part of Avant’s future success!

*As this role requires entry to customers' homes, a basic level DBS (Disclosure Barring Service) check will be required if successful as a condition of employment*


Apply now