Customer Liaison Executive

Department: New Homes & Sales
Report To: New Homes & Sales Director

Key Accountabilities

  1. Point of contact for the homeowner post contract signing
  • 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
  1. 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
  1. Sale Closing 
  • 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 
  1. Handover
  • 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
  1. Weekly and monthly reporting
  • 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. 
  1. Aftercare
  • 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. 

Qualifications and Experience

  • New homes experience is preferable 
  • 3+ years’ experience in the property sector
  • Self-starter, organised and strong communicator 
  • Excellent Microsoft Office, PowerPoint, and excel skills.