Customer Relations Manager

Fawkes and Reece are working with a leading residential developer to recruit a Customer Relations Manager. This is an excellent opportunity to join a high-performing customer care team, leading the customer journey from exchange of contracts through to completion, handover, and aftercare while delivering an exceptional customer experience.Working closely with internal departments including Sales, Construction, Property Management, Concierge, and Aftercare, you will play a key role in ensuring customers receive a seamless, professional service throughout their home-buying journey.Key ResponsibilitiesLead and manage the customer journey from exchange of contracts through to legal completion, handover, and aftercare.Deliver an outstanding customer experience, ensuring high levels of customer satisfaction throughout the new homes process.Manage and resolve complex customer enquiries, complaints, defects, and escalated issues in partnership with the Aftercare and Construction teams.Build and maintain strong relationships with purchasers, acting as the main point of contact for customer-related matters.Liaise with Sales, Construction, Property Management, Concierge, and Managing Agents to ensure a seamless customer journey.Coordinate customer communications during remediation programmes and major works, providing timely and professional updates.Monitor customer satisfaction, identify trends, and implement improvements to enhance the overall customer experience.Produce reports on ..... full job details .....