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Date Added: Thu 19/11/2020

Customer Support Manager - £48K - Guildford - Perm

Guildford, UK
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Job Type: Permanent

Salary: £48000 / annually

Customer Support Manager - Guildford - £48,000 - Permanent

In this crucial, frontline role you will act as the customers' key point of contact in the Customer Journey from the point they are introduced to their home onwards, managing the customer relationship face to face across multiple sites, delivering a great service and better ways to make customers feel truly special. Issues and 'snags' can occur in a new home, through this role you will ensure quick and effective resolutions, to meet and exceed customers' expectations.

Responsibilities:

• Liaise with the Head of Customer Service and Customer Support Manager to gain knowledge/understanding of relevant sites and customers
• Using a Home quality checklist ensure that all new homes are at the quality standard that our customers expect
• Be the main point of contact for the customer following the exchange process
• Attend the property to walk our customers through a home introduction
• Work with sales, site management and other key business unit stakeholders to ensure the customers' interests are looked after always
• Maintain oversight of any remediation activity to ensure satisfactory issue resolution/defect remediation
• In conjunction with the Customer Support team, liaise with customers after their move in, to ensure they are no unresolved issues

What you will have:

• You will have proven face to face customer services experience and work well under pressure in a fast-paced environment
• A person who is open to change and continually strives to improve performance and be the best that they can be
• Ability to work independently, remain calm in a crisis, prioritise work, take initiative and make informed decisions
• A polite, friendly and professional person who is solution focussed and passionate about getting things right first time despite challenges and obstacles
• A natural and engaging communication style, demonstrating a passion and excellence for customer contact, developing trusting relationships both internally and externally
• Desirable but not essential you will have experience/knowledge of the house-building and related industries

For more information about this role please email Kate Lanacaster on #removed# 

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