Head of Resales & Staircasing - Customer Journey
- Employer
- Clarion Housing Group
- Location
- England, London, Croydon
- Salary
- Negotiable
- Closing date
- 26 May 2021
Job Details
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
Company
Clarion Housing Group
Clarion Housing Group comprises the country’s largest housing association; a property development company, a charitable foundation and a repairs and maintenance service.
The Group’s housing association, Clarion Housing, is committed to providing good customer service to all its residents and to maintaining its homes to a good standard - investing significantly in improving them each year.
Its development target is to build 50,000 new homes over 10 years and the Group will invest £13 billion on meeting and delivering on this target. Two thirds of the programme will be affordable and developed by Clarion Housing, while homes for private sale are delivered and marketed through development company Latimer by Clarion Housing Group. The proceeds from sales are invested in our social purpose.
The charitable foundation, Clarion Futures, will invest £150 million over ten years to deliver one of the largest social investment programmes in the country. Priorities are work and training; money management and young people.
Building homes. Developing futures.
- Website
- https://www.clarionhg.com/
- Location
-
6 Tooley St
London Bridge
London
GB
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