Role Overview
The Group Customer Resolutions Manager role is a key position within the customer experience framework, providing governance, and coordination across the business. Success in the role will be demonstrated through improved complaint management, stronger NHQB compliance, reduced escalations, better customer communication, and effective collaboration with internal and external stakeholders.
To ensure no customer complaint or NHBC Resolution Service case is allowed to drift, every case should have a clearly defined status, agreed next action, responsible owner and target timescale, with customers kept fully informed throughout. The role will ensure complaints are managed in accordance with the New Homes Quality Code, internal policies and NHBC requirements, while providing the business with complete visibility of progress, performance, risks and resolution outcomes.
Key Responsibilities
- Act as the primary point of contact for customers throughout the complaints and oversee the NHBC Resolution Service process.
- Manage customer complaints in accordance with the Company's Complaints Policy, the New Homes Quality Code (NHQB) and all agreed service standards.
- Coordinate all NHBC Resolution Service cases, ensuring responses, evidence and remedial actions are submitted within NHBC timescales.
- Log, maintain and monitor all complaints and NHBC cases from initial notification through to final resolution.
- Maintain an accurate tracker detailing case status, progress, outstanding actions, responsible owners, key milestones and agreed timescales.
- Ensure customers receive regular, personalised updates that clearly explain progress, next steps and expected completion dates.
- Monitor compliance with the NHQB throughout the customer journey, ensuring complaints are handled fairly, consistently and within the Code requirements.
- Proactively chase outstanding actions to ensure complaints and NHBC cases continue to progress and are not allowed to stagnate.
- Coordinate responses to NHBC reports, Resolution Service findings and technical recommendations.
- Maintain complete records including correspondence, photographs, inspection reports, quotations, invoices, technical reports and meeting notes.
- Record complaints involving MPs, councillors, the NHBC, Consumer Codes and other external organisations, ensuring enquiries are responded to promptly.
- Analyse complaint trends, recurring defects and NHBC decisions, identifying opportunities for continuous improvement across the business.
- Produce regular management information covering complaint volumes, NHBC cases, ageing, performance against KPIs, escalations, themes and outcomes.
- Undertake any additional administrative duties to support the effective operation of the Group Customer Service function.