Luke Hill
Customer Relations Manager @Taylor Wimpey plc
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WORK HISTORY
Customer Relations Manager @Taylor Wimpey plc
As a CRM, I am the key point of contact for the customer once their new home is Customer Ready and lead them through the next stage of their customer journey. I ensure each home meets the Taylor Wimpey Home Quality standards and work closely with the site team to address any remedial works. I directly manage resources to address and resolve any customer issues in an efficient and timely manner whilst ensuring good relationships with customers are maintained to achieve positive survey results with the objective of maintaining our 5 Star Builder Status. Key Responsibilities: • Conduct HQI and ensure properties are compliant with NHBC Building Regulations. • Work closely with the site manager to book in remedial works and close customer issues efficiently to ensure a positive customer survey. On our Thornberry Hill Development, we achieved 27 \'Yes\' to Recommend returned HBF Surveys in a row demonstrating the strength of my working relationships. • Monitor cost control and provide a monthly report to Directors. • Ensure annual performance targets are met whilst constantly striving to improve. • Complete a Home Demonstration with the customer prior to completion, then be the main point of contact for the first 8 weeks post completion to ensure the needs of their Customer Journey are met. • Maintain oversight of all remedial work to ensure satisfactory resolution and a positive survey result. • Improving customer satisfaction surveys in line with targets set by the company. For example, Appledown Orchard was an underperforming site and by effectively working with the site team, we improved the HBF Survey Score from 30% to 75.1% in 8 weeks. • Work with the Construction, Technical and Sales departments to ensure Customer Service issues are minimised and provide a customer centric approach whilst ensuring we are fair and when needed, firm. • Take on outstanding complaints to support the Customer Service Team and help them to close historic issues.
EDUCATION
Ellowes Hall Secondary School
High School
Birmingham City University
Business Administration and Management
British Gas Academy
Internal Accreditation
British Gas Academy
Internal Accreditation
British Gas Academy
National Vocational Qualification Level 3
British Gas Academy
Information Systems Training
British Gas Academy
NVQ Level 3
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