Head of Resales & Staircasing - Customer Journey

England, London, Croydon
12 May 2021
26 May 2021
Clarion Housing Group Ltd
Head of services
Full Time
Organisation Type
Developer / builder

Salary: Competitive + Car Allowance

Hours: 36 hours per week

Contract Type: FTC or Secondment for 12 months

Are you a motivated and passionate Senior Manager in Resales & Staircasing looking for a new challenge?

It is an exciting time within the Development division here at Clarion Housing Group. We've gone through some business change to ensure the right structure, people and processes are in place to support our future plans.

Within the Customer Experience team specifically, our aim is to ensure the customer receives the best service at every touch point of their journey with us. To support this vision we're looking for a Head of Customer Journey - Resales & Staircasing to join our team based in Croydon on a fixed term contract for 12 months.

This is a fantastic opportunity, where, as a leader in our business, your focus is to ensure the team meet business targets whilst delivering excellent customer service. You will drive and manage the teams responsible for Resales and Staircasing from sale or staircase instruction, through to property allocation, reservation, conveyancing and completion. Ensuring we are driving revenue and improved experience whist upholding a strong customer focused team culture and efficiency in working processes.

Some of the key duties include:

  • Lead, manage and motivate a high performing Resales and Staircasing team to ensure delivery against KPIs and service standards

  • Ensure strong focus on excellent customer service and regular customer contact throughout all resales and staircasing activities

  • Drive the teams to meet and exceed business targets and be a strong motivator to drive productivity

  • Produce accurate forecasting for completions and staircasing receipts to ensure targets are met

  • Produce regular reports that show team performance and insight into customer activity managed by the team

  • Drive improved satisfaction scores in the customer survey and communicate results to the teams

  • Be responsible for the management and implementation of the Customer Experience strategy from reservation to contract completion.

About you

You'll come to us with significant experience of working at Senior Manager Level within the property industry, with strong knowledge and understanding of the Shared Ownership resale and staircasing process and a strong passion for driving excellent customer service. You'll be a great People Manager and be used to managing a customer focused target driven team. Experience of working with Solicitors, Brokers, Surveyors, Developers and Agents is vital for success in this role.

So, if this sounds like an opportunity you'd be interested in, we look forward to hearing from you.

In return, we offer a highly competitive salary, a group bonus scheme and other benefits, including a defined contribution pension matched up to 7.5% and generous life assurance.

Closing Date: Wednesday 26th May at Midnight

For further details on this vacancy, please click 'apply'.

You can download the role profile here - Head of Customer Journey (Resales & Staircasing)

Application Guidance for Candidates

In the event that we receive a high volume of applications, we reserve the right to close this advert early.

You must be eligible to work in the UK to apply for this vacancy; Clarion are not able to offer visa sponsorship

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