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Customer Liaison Manager KMH/EM/196

Keepmoat Homes is a fast growing top 10 UK housebuilder. We design and build quality homes and create places where people want to live.

Our investment and participation helps transform communities and improves the lives of local people. We have a national presence combined with local knowledge and expertise in all aspects of housing – from finance, design and planning, to developing and building. Our comprehensive skills and capabilities give us a wider perspective across the whole housing lifecycle and we create lower risk ways of building homes people need.

For more than 90 years our work has been absolutely visible to local communities so being part of the community is in our DNA. We hire local suppliers and tradespeople and work with local communities to make sure that our plans meet their needs.

Job description

Main purpose of the role

To manage and continually improve the Customer Service experience for Keepmoat customers to support our ambitions to be a 5-star builder and a leader in Customer Service in the homebuilding industry. To be responsible working with all departments to ensure the homes are defect free before and after our customer moves into their new home and enhance the customer’s experience of their home buying process. This role is to be independent from Build, to act in the interest of Our Customers and the Company

Key Accountabilities

  • To carry out quality control inspections of multiple new homes across dedicated sites within the region in accordance with the main purpose of the role
  • To carry out Customer Care Introduction calls
  • Liaise with Customers, Trades, Sub Contractors and Site Teams to ensure completion of agreed defects, and identifying recurring defects and material issues and feedback to line manager to include proposed solutions
  • To record the results of these inspections and report back to stakeholders on outcomes
  • Attending & chairing (as required) weekly sales and construction meetings
  • Manage own diary to ensure all properties are inspected in line with the Hallmark Process, ensuring findings are recorded in the appropriate systems, to inspect the quality of construction, to review build progress and to maintain good working relationships,
  • Attending NHBC Claim Investigations meetings as and when required
  • Liaise with team members to instruct works to subcontractors, customer care technicians and any other relevant parties and analysing subcontractor performance and taking the required action to ensure improvement is made
  • Develop constructive relationships with site teams, sales teams, contractors and internal departments and ensure all communication is updated onto COINS

HS&S Responsibilities 

To take care of your own health and safety and that of others who may be affected by your work and adhere to the Keepmoat Health, Safety and Sustainability standards.

Skills, knowledge & experience


  • Previous experience gained through working within the House Building Industry, and will have typically have held one of these roles:  Site Management; Clerk of Works; Buildings or NHBC inspection roles is an essential requirement
  • A 1st class understanding of the expected fit and finish of a new home
  • The ability to deal with difficult situations and communicate in a clear and confident manner
  • Strong customer facing experience coupled with a delivery focus
  • Must be able to work as part of a team and be self-motivated when working independently
  • This is not an exhaustive list of the technical experience that we seek in this role, but what we consider to be critical to the success of this role
  • Flexible and agile approach
  • Skilled in relationship building and stakeholder engagement
  • Enthusiastic, self-motivated, solutions focused approach
  • Prepared to work within a large geographical area
  • Excellent level of numeracy and skilled in verbal and written comms
  • High level of computer literacy in MS Office
  • Up to date buildings regulations knowledge & NHBC Standards
  • Resilient and able to deal with change
  • Confident decision make
  • Analytical and able to interpret and understand MI


Why work for us?

At Keepmoat Homes we pride ourselves on being a great place to work. As the market leader in our industry we want to ensure that we attract, motivate and retain the best people who can deliver the best service for our customers.

  • Competitive rates of pay – We regularly check our pay against our competitors to make sure they reflect our position as market leader. We also review our pay every year.
  • Bonus Scheme – Our annual bonus scheme is linked to team and company performance.
  • Special offers for staff – We run a range of offers and discounts exclusively for our employees including holidays, health club memberships and days out.
  • Trust – We encourage you to come up with ideas and get the most out of your job with us.
  • Development – we offer genuine development opportunities to progress your career.

Our values

Our values are the foundation for our vision, the cornerstone of our culture and the benchmark for our achievement.

  • Straightforward - We get the job done in the most efficient and effective way. We are friendly, open and honest. It’s about being respectful and working in a transparent and honest way.
  • Collaborative - We work together in partnership to deliver the very best customer experience. Partnership working is key to our business. We work collaboratively to deliver the best results possible.
  • Passionate -  We care about what we do. We put pride and energy into delivering results. It’s important to us to do a good job.
  • Creative - We are proactive, flexible and resourceful. We listen, learn and deliver solutions. We don’t offer a one size fits all solution; we are flexible and will tailor our services to our customers’ needs.

Reference: KMH/EM/196
Hours: 37.5 hours, Monday to Friday
Location: Nottingham, NG10 5QG
Employer: Keepmoat Homes, East Midlands
Job type: Permanent Full Time
Closing date: 30/11/2022

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