- Salary:
- Competitive
- Closing date:
- 18/10/2024
Competitive Package
Salary dependent upon experience
37.5 hour week, Monday to Friday
Job Summary:
We are seeking a proactive, customer-focused individual to join our development team as a Customer Service and Resident Stakeholder Liaison Officer. This hybrid role is integral to delivering a coherent and integrated experience for customers and residents throughout the property development and handover process and to be the hub for all communication with stakeholders and other interested parties.
You will be the principal point of contact within the Company for our customers, stakeholders and other interested parties providing exceptional service in managing enquiries, resolving issues, and ensuring effective communication. This role is focused on delivering a high standard of service and maintaining strong relationships.
Key Responsibilities:
Customer Service:
- Act as the principal point of contact for our customers post-sale and instrumental in delivering a high level of customer satisfaction
- Manage and respond to customer enquiries via phone, email, and in person, providing clear and timely resolutions
- Handle complaints and feedback professionally, ensuring all issues are tracked and resolved efficiently
- Assist with the coordination and scheduling of snagging and defect inspections, to provide swift rectification by contractors
Resident and Stakeholder Liaison:
- Act as the principal liaison point for all matters related to our business activities with a focus on achieving customer satisfaction
- Carry out pro-active engagement with key stakeholders and other interested parties to promote and communicate the company’s activities
- Proactively communicate project timelines, key milestones, and any works that may affect the resident experience
- Conduct regular site visits to interact with residents, assess their needs, and maintain an up-to-date understanding of any issues
- Organise and attend resident meetings and forums to discuss the company’s activities and address concerns
- Primary point of contact and communication for all enquiries from residents, residents’ associations, Stakeholders and interested parties and providing clear briefings to the Senior Leadership team on these including where necessary escalating issues which require intervention to the relevant team member for action
Administrative Support:
- Assist in preparing customer welcome packs and other documentation
- Provide key reports on Customer Service and Sales to the Customer Experience Director to meet Board and Management reporting cycles
Key Skills & Qualifications:
- Experience in customer service, client relations, or resident liaison, ideally within the property development or construction sector
- Strong communication and interpersonal skills, with the ability to build rapport and trust with stakeholders, customers and residents
- Excellent problem-solving skills, with a proactive and professional approach to resolving customer issues.
- Attention to detail with strong organisational and time management abilities
- Proficiency in Microsoft Office (Word, Excel, Outlook) and CRM systems for tracking customer interactions and reporting
- Understanding of construction and development processes is a plus, particularly in residential development
- Ability to handle multiple tasks and work well under pressure
Personal Attributes:
- Customer-centric mindset with a commitment to delivering high-quality service
- Empathetic and patient, with strong listening skills to understand and address concerns
- Team player who can work cross-functionally with sales, development, and construction teams
- Ability to remain calm and professional when managing challenging situations
- Flexible and adaptable to changing demands and priorities
Company Background
The Graven Hill Village Development Company was incorporated in 2014 and although operating as an independent commercial entity is wholly owned by Cherwell District Council with the purpose of showcasing an alternate mechanism for the delivery of a major housing development from that of traditional developers and to make financial returns to its Shareholder the Council. .
The principal trading activity of the Company is that of a property development however unlike most traditional developments, Graven Hill aims to create a distinct community which will provide a range of housing choice including self-build and custom homes at scale, affordable housing a vibrant local centre which includes a school, community facilities and provide land for employment uses bringing new businesses and jobs to the area to deliver a unique and diverse development.
We have a focused and dedicated team who work well together with a flexible approach to meet business need and a can-do attitude, undertaking ad hoc tasks as required.
To apply in confidence, please email your CV and covering letter/email to: admin@gravenhill.co.uk.
To open an informal dialogue, please contact Gemma Davis at admin@gravenhill.co.uk.
Closing date is Friday 18 October 2024.
It is intended to hold interviews week commencing Monday 28 October 2024.
No applications through agencies at this time, please.