Customer Liaison Assistant

The Company My client is an award-winning and leading Premium House Builder, who build affordable homes across the Midlands, Yorkshire, North West, North East and Scotland. They’re committed to driving and delivering excellence, and believe that their customer experience is what sets them apart from other House Builders. This is why they are looking for a dedicated and proactive Customer Liaison Assistant to join their team. You will be the vital link between their customers, contractors, and internal teams, ensuring that every homeowner enjoys a seamless experience after they’ve moved in. The Role As a Customer Liaison Assistant, you will play a pivotal role in the customer journey post-purchase. Your primary responsibility will be to ensure that all homeowners feel fully supported after the completion of their new home. You’ll work closely with both customers and contractors, ensuring that any issues, repairs, or concerns are addressed in a timely, professional, and empathetic manner. This role requires excellent communication skills, attention to detail, and the ability to juggle multiple tasks simultaneously. Qualifications * Customer Service Experience: Previous experience in a customer-facing role is essential. Experience within the construction, property development, or home-building sector would be highly advantageous. * Communication Skills: You must be an excellent communicator, both written and verbal, capable of engaging with a wide range of customers and contractors. Empathy and patience are key qualities we look for in our team members. * Organizational Skills: Ability to manage multiple tasks and prioritize effectively. You’ll need strong time management skills to handle varying customer needs and contractor schedules. * Problem Solving: A proactive, solution-focused approach with a strong ability to think critically and make quick decisions when necessary. * Technical Aptitude: Comfortable using Microsoft Office (Excel, Word, Outlook) and CRM systems to log customer interactions and update records. * Team Collaboration: While this role is customer-facing, you’ll be working closely with various internal teams, including construction managers, quality control, and sales. A team-oriented mindset is essential. Responsabilites: * Customer Support: Act as the first point of contact for homeowners following the purchase of their new home, handling queries and concerns with professionalism and care. Provide detailed and clear explanations to customers regarding any repairs, maintenance, or warranty issues. * Issue Resolution: Liaise with customers to understand their concerns and ensure that all issues, from minor snags to more complex problems, are managed efficiently and effectively. * Contractor Coordination: Work closely with contractors and tradespeople, scheduling appointments and overseeing the completion of any necessary repairs or maintenance. You’ll ensure that work is carried out to the highest standards and in line with customer expectations. * Problem Solving: Investigate issues thoroughly and provide timely solutions that balance the needs of the customer with the capabilities of the contractors. You’ll think on your feet to resolve challenges quickly and professionally. * Customer Updates: Provide regular progress updates to customers and internal stakeholders, ensuring everyone is kept informed about the status of ongoing issues. * Documentation: Accurately log all customer interactions, issues, and resolutions in the company’s CRM system. Maintain detailed records of correspondence, repairs, and timelines to ensure a clear audit trail. * Feedback Loop: Ensure that feedback from customers is shared with relevant teams to help improve processes, quality control, and customer experience across the business. Permanent Position offering a competitive salary to the successful candidate (£25,000 - £32,000) reflective of experience