Customer Liaison Executive

Send a welcome email to the purchaser confirming contracts are now exchanged:
Thank the purchaser for choosing to buy a Quintain property.
Customer Liaison’s contact details will be included in the email for the purchaser to contact if they have any queries.
Provide the current estimated completion date for their unit.
Confirm an approx. timeframe for when they will be contacted to inspect their new home prior to legal completion.
Provide some guidance on how to prepare for the inspection process.
Schedule valuations with the site teams

Coordinate the Inspection process between the purchaser and the construction teams

As the appointed time, commence communication with the purchaser re inspection and the closing stages of their new home
Liaise with the construction teams re appointment scheduling
Collate up to date information from site regarding completion of the unit and the associated paperwork
Adhere to the stages and timelines of the inspection process
Agreed snags are only complete once received in writing from the purchaser
Update site, legal Completions Manager with the status of the inspection process
Ensure construction teams are in sync with the inspection and closing procedures

Upon completion and sign off of the agreed inspection list, advise construction and the legal completions team of the current status of the unit.
Update the homeowner of the next steps
Advise homeowner of the status of the BCAR submission to the relevant local authority.
Inform purchaser of an approximate timeframe for their sale to proceed to legal completion

Communicate the legal completion of the purchaser’s new home
Coordinate the handover of keys and demonstration of their new home
Liaise with the construction teams to ensure the correct O&M information is collated in order to populate the homeowner manual.
Deliver the Handover manual and closing gift to the purchaser
Coordinate with site the meter readings from the date sale closes

Coordinate weekly meetings with construction teams and the New Homes team
Report on the weekly inspections program across each development
Identify and highlight any trends / risk areas that recur on inspection lists
Liaise with the finance teams re forecasting legal completions
Report weekly on any aftercare issues – number of outstanding issues, track average times for defects to be rectified and the types of defects re-occurring.

Provide assistance to the purchaser post legal completion as they move into their new home
Point of contact for the homeowner’s post completion on any defects that may arise
Liaise with the construction team to ensure any relevant defects are addressed in the correct timeframes.