Customer Liaison Manager

Key duties and requirements

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.

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?

The successful candidate will have previous experience of working within the housebuilding/construction industry and may have worked as an Assistant Site Manager specialising in aftercare or as an onsite Sales Advisor who is looking to make a career move into customer service.

To be successful as our Customer Liaison Manager, you will need to have excellent project management skills along with the ability to provide an excellent customer service experience to Avant customers.

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

• A full UK driving licence

• Knowledge or the housebuilding/construction industry is essential

• Strong organisational skills.

• Ability to work under own initiative and manage time effectively, especially in a fast-paced environment.

• Flexible and adaptable to changing requirements.

• Good verbal and written communication.