Senior Customer Experience Manager

At Allison Homes, we are committed to creating great homes and communities where people thrive. As a business built on kindness, trust, teamwork, passion and performance, we're looking for an experienced Senior Customer Experience Manager to help us deliver an exceptional experience for every customer.

This is a fantastic opportunity for a customer-focused professional with experience in housebuilding, construction or residential property who is passionate about putting customers first and driving continuous improvement.

Allison Homes is a regional housebuilder with a growing reputation for quality homes, strong communities and outstanding customer service. Our vision is to be known as the homebuilder you can trust, and that commitment extends beyond construction into every interaction we have with our customers.

We believe in doing the right thing, supporting one another and building long term relationships with colleagues, customers and partners alike.

As Senior Customer Experience Manager, you will play a pivotal role in delivering a first class customer journey and ensuring high standards of aftercare across your region.

Reporting to the Customer Experience Director, you will support the day to day operations of the Customer Experience team, act as the first point of escalation for customer concerns and help drive improvements in customer satisfaction performance year on year.

You will work collaboratively with site teams, subcontractors and operational departments to ensure issues are resolved professionally, efficiently and in line with warranty and consumer code requirements.

• Lead and manage customer escalations through to successful resolution.
• Champion an outstanding customer experience and support the achievement of 5-star customer satisfaction ratings.
• Support and develop Customer Experience team members through coaching, training, regular one to ones and development planning.
• Ensure customer enquiries received via telephone, email, online platforms and social media are handled professionally and efficiently.
• Coordinate inspection and resolution of warranty and defect related enquiries within agreed service levels and KPIs.
• Work closely with Site Management teams, Customer Experience Operatives and subcontractors to ensure remedial works are completed effectively.
• Monitor defect performance through company systems and reporting tools, identifying trends and areas for improvement.
• Support commercial processes including ordering materials and managing contra charges where appropriate.
• Produce customer service reports and maintain accurate records and correspondence.
• Undertake post completion customer satisfaction calls.
• Carry out Quality Assurance inspections where required.
• Manage End of Defect inspections with local housing authorities to support retention recovery.
• Deputise for the Customer Experience Director when required.
• Support wider business initiatives, continuous improvement activities and organisational change.

• Experience within the housebuilding, construction or residential property sector.
• Strong customer service and complaint resolution experience.
• The ability to manage multiple priorities in a fast paced environment.
• Excellent communication and stakeholder management skills.
• A proactive and solution focused approach.
• Strong organisational and administration skills.
• Experience using customer service or defect management systems.
• The ability to work independently and make informed decisions.
• A collaborative approach and commitment to supporting colleagues.
• Full UK Driving Licence

• Discretionary Bonus Scheme.
• Car allowance (with option to join the company salary sacrifice car scheme).
• 25 days holiday (extending to 27 days holiday after two years of continuous service).
• Pension Scheme.
• Group Life Assurance.
• Group Income Protection Scheme.
• Smart Health Employee Assistance Programme.
• Simply Health Cash Plan (opt in).