Regional Customer Liaison Manager – Tier 1 Housing Contractor

  • Permanent
  • Anywhere


Prosper Recruitment are working in partnership with a blue chip construction organisation who need to recruit a Regional Customer Liaison Manager to be based in the Birmingham covering multiple developments..

Role & Responsibilities:

Management of all Resident Liaison Officers and Customer Service Officers within the Business Unit

Ensure all staff are working in accordance with the clients requirements and that all employees understand the standards they need to achieve

To be involved in all elements of the work winning to the implementation of contractual requirements

Carry out quality control inspections of numerous new homes across multiple sites

Have customer care introduction calls with new and old customers

Liaise with all Trades, Sub Contracts and most importantly Customers to ensure completion of agreed defects.

Feedback to line manager about proposed solutions.

Record results of inspections and report back the outcomes

Attend and chair weekly sales and construction meetings

Manage your own diary and ensure all properties are inspected in line with the company's process

Manage team members to instruct all relevant parties are aware of the tasks that need completing

Attend NHBC claim investigation meetings when required

Develop good and lasting relationships with all teams on site and ensure all communication is uploaded to the system

Key areas and tasks:


Arrange scheme choice and consultation events

Ensure the correct BMS communication literature is being used on each scheme.

Register and investigate complaints and resolve as per company procedures.


Deliver Customer Care Tool box talks at least one per site and when required.

Provide site team briefings and updates regarding any relevant customer care issues or site/client specific customer care requirements.

Assist their line manager in the training, development and support of RLOs.

Assist their line manager with the interviewing process for new recruits as required.

Monitor BMS Customer Care policies, procedures and literature.

Carry out regular site audits as determined by their line manager.

Check and agree holidays, sickness, and absence of RLOs and agree suitable cover were necessary with line manager.


Build relationships and work in conjunction with client liaison representatives to achieve scheme objectives.

Attend client presentations/workshops/meetings as requested.


Assist in the implementation of Customer Care and Social Value Initiatives

Identify local schools and arrange visits such as H & S, careers talks, site visits.

Identify and arrange PR opportunities.

Organise community events and activities.

Capture all activities in a case study and email UK-KMR-SOCIALVALUEADMIN (ENGIE UK) before 10th of the preceding month and marketing for inclusion in the bimonthly Bulletin.

Required Skills & Experience:

Previous experience gained through working for a Main Contractor in the Construction Industry Sector

Total understanding of the expected fit and finish of a new homes

Ability to work under pressure

Be able to communicate in a clear and confident manner whilst working under pressure

Work as part of a team and be self-motivated when working independently

Flexible and agile approach to your work

High level of computer literacy with a good understanding of excel

Prepared to work within a large geographical area

Up to date knowledge of building regulations and NHBC standards

Confident with decision making

Resilient and able to deal with change

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