Customer Liaison Manager - Midlands

Highly competitive salary + company performance related bonus + company car and fuel card or car allowance + benefits

Do you have a passion for delivering a first-class aftercare service? Do you have proven experience of working as a Customer Liaison or Customer Service Manager for a new homes residential developer or contractor?

If the answer is yes, as part of our continued commitment to our customers, we are now recruiting for an experienced Customer Liaison Manager to join our Midlands region where you will be providing customer service support to our new homeowners across the Northamptonshire and Leicestershire patch.

As this is a mobile role, a full UK driving licence is required.

Take a closer look at the perks and benefits of working for Avant Homes.

Key duties and requirements

Joining our team as our Customer Liaison Manager, you will be responsible for agreeing and implementing the management, control and reporting of all customer service activities and functions  to meet our customers’ expectations along with:

  • Management of complex cases and/or customer escalations
  • Providing support to the Customer Service Manager, ensuring the effective quality control measures are implemented whilst ensuring customer satisfaction is delivered in alignment with policies and procedures
  • Assisting in the management of Warranty Provider claims and attending resolution and insurance claim meetings eg. NHBC Rule 27 and Rule 28
  • Assisting in monitoring response times by sub-contractors and rectifying as appropriate in alignment with the Customer Service Policy
  • Diary management for customer appointments and inspections
  • Liaison with supporting departments such as Construction and Sales
  • Providing updates to the customer in the form of verbal and written communications throughout the process
  • Promoting a customer focused culture and a ‘right first time’ approach
  • Assisting in the provision of key status reports and updates on all KPIs relating to the Customer Service function


Who are we looking for?

To be successful as our Customer Liaison Manager, you will hold previous experience as either a Customer Liaison or Customer Service Manager for a new homes’ developer. You will also have a broad understanding of the implications of acceptable quality of build and commercial awareness.

To be considered for this role you must possess:

• Full UK driving licence
• Excellent IT skills – previous knowledge of COINS is highly desirable
• Good communication and presentation skills
• Good knowledge of the construction and technical processes
• An excellent knowledge of customer service requirements
• A good awareness of codes of practice that impact on Customer Service e.g. NHBC, PMA etc

In return for your hard work, you will be offered an industry leading competitive salary + company performance related bonus + company car and fuel card or car allowance

Avant Homes

The team at Avant Homes receive a high volume of applications for each role. If you have not heard back from us within 14 days, unfortunately, your application has been unsuccessful at this time.