Customer Relations Manager

Fawkes & 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 Responsibilities

• Lead 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 customer feedback, service performance, and key performance indicators for senior management.
• Maintain accurate customer records using Salesforce or other CRM systems.
• Support and mentor Customer Service Coordinators where required, promoting best practice and a customer-first culture.

What We're Looking For

• Previous experience as a Customer Relations Manager, Customer Care Manager, Senior Customer Service Coordinator, or similar role within residential property, new homes, construction, or a related sector.
• Excellent communication and relationship-building skills with the ability to manage challenging customer situations professionally.
• Strong organisational skills with the ability to manage multiple priorities in a fast-paced environment.
• Experience handling customer complaints and delivering successful resolutions.
• Proficient in Microsoft Office and CRM systems, ideally Salesforce.
• A proactive, customer-focused approach with excellent attention to detail.
• Knowledge of the new homes customer journey and post-completion customer care processes would be highly advantageous.

What's on Offer

• Salary: £40,000-£50,000 (depending on experience)
• Monday-Friday, 9:00am-5:30pm (37.5 hours)
• Office-based (5 days per week)
• Competitive benefits package, including discretionary bonus and career development opportunities.
• Opportunity to join a leading residential developer with a supportive team, excellent working environment, and genuine career progression.

If you'd like to find out more or discuss the opportunity in confidence, please contact Max at Fawkes & Reece London.