About Us:
London Square is a leading residential and mixed-use developer and Aldar-owned company, delivering communities in well-connected locations across Greater London. Since it was established in 2010, the award-winning company has delivered nearly 5000 homes, through a mix of prime, mid-market and homes of all tenures, including affordable homes through its independent provider Square Roots. Aldar and London Square are committed to creating world-class developments, anchored in high quality design, sustainability, and customer service excellence.

KEY SKILLS & EXPERIENCE:

• Proven experience in a Customer Care position for a Developer or Main Contractor.
• Strong knowledge of warranty provider Defects and Standards
• Previous experience with CRM systems such as Clixifix
• Excellent “People” skills, having the ability to show empathy and remain calm in times of conflict.
• Be able to management customers expectations while under pressure.
• Be able to prioritise defects against KPI’s

ABOUT THE ROLE & TEAM

London Square is an award-winning Developer who provides exceptional Customer Service, ensuring clear and concise communication with our customers from the point of legal completion, throughout the 24-month Defects Liability Period and beyond. We are seeking an experienced and proactive Customer Care Manager for our Southern Region. Our Operatives are an integral part of delivering an exceptional experience for our customers. We require someone to help us deliver on our commitments along with maintaining a strong and lasting relationships with our customers.

KEY RESPONSIBILITIES:

• To manage customer defects across appointed developments taking a lead on escalations and delivering clear & concise management of customer expectations.
• Overseeing defect completions within company KPI’s
• Being a champion of the Home Demonstration and Key Acceptance process.
• Working collaboratively with project teams to deliver “Outstanding” In-House results.
• Attend Customer Care, Build/Sales and project meetings as and when required being the voice of the customer.
• Support Customer Care Operatives and Co-ordinators in their roles.