YTL Developments

Are you a true leader and team player willing to go the extra mile? If so, YTL Developments has a unique client-side opportunity for a Head of Customer Relations to join our team and be responsible for ensuring our customers receive a first-class journey.

You will have responsibility for overseeing all aspects of the customer relations operations including managing a team of customer relations representatives, developing customer service strategies, monitoring key performance indicators (KPIs) and ensuring the highest level of customer satisfaction.

We are a team of adventurous place makers, creating award-winning developments where many generations can thrive. We're only interested in making long-term commitments as we strive to build tomorrow's sustainable mixed-use neighbourhoods.

We are currently transforming the historic former Filton Airfield – birthplace of Concorde and supersonic travel – into a thriving new neighbourhood for Bristol, known as Brabazon. 

Inspired by an icon of engineering, Brabazon is a place that changes everything.  Over the next 20 years, it will become the largest new urban centre in the South West, anchored by over three million square feet of commercial office space.

What you'll do

Reporting to the Marketing and Sales Director, you will be responsible for developing and executing customer initiatives to enhance customer experience, while also analysing customer feedback data to identify key areas for continuous improvement.

Overseeing the execution and implementation of the NHBC housebuilder star status for YTL Developments, and achieving and maintaining a five-star accreditation will be paramount to this senior role.

Your core responsibilities will be to:

• set customer service standards in conjunction with the Sales and Marketing Director
• work in conjunction with the Marketing and Communications team to implement appropriate automated communications with customers
• work with the Marketing and Sales team on the existing strategy to track overall customer satisfaction, including instituting NPS, CSAT or similar
• oversee and improve the technology systems used for logging, managing and completing work on identified new home defects and snag
• set up a reporting dashboard or framework to track relevant performance KPIs, including team and sub-contractor performance
• increase all customer satisfaction KPIs year on year and ensure they remain above target
• implement new customer service technologies and tools to improve business efficiency
• oversee the programming of customer snagging and defect management workstreams
• generate regular reports on customer service performance and key metrics
• manage Housing Association representatives and ensure their customer base conforms to estate rules and regulations
• oversee senior management relations with YTL Construction
• develop and execute an improved procurement of materials process with the YTL Group Procurement team
• develop and implement an effective contractor contra-charging process with the YTL Commercial department
• oversee planning, producing and updating customer relations-related marketing material and communications
• oversee and provide annual planning for customer relations expenditure budgets
• manage the out-of-hours process and ensure adequate cover is always in place
• oversee supplier expenditure approvals and invoicing processes
• comply with responsibilities as laid down in our health and safety policy to ensure a safe environment within the department.

What you'll need

You will preferably be degree-qualified with proven leadership experience in managing a high-quality professional Customer Relations team.  

You will have previous experience in a demanding and fast-paced customer service environment, with strong knowledge of analysing home defects, problem-solving and finding resolutions.

Tenacity, with the ability to influence others, whilst being resilient to challenging customer demands will be an important trait of the successful individual.  

With a professional and pleasant demeanour, you will have excellent verbal and written skills with the ability to multi-task and operate efficiently and accurately.

Experience working within the construction or house building sector would be beneficial, as would the previous use of COINS CRM and SnagR systems.

You will have an intermediate to advanced level of proficiency with Microsoft Office programs, along with concise reporting skills.

What you'll receive 

• A competitive salary.
• Total pension contributions up to 20%.
• Career progression and professional development opportunities. 
• 25 days' holiday rising to 28 with length of service.
• Car allowance.
• Performance-related bonus.
• The opportunity to buy up to ten days' holiday and sell up to five every year.
• A healthcare package that allows you to claim back healthcare costs.
• Life assurance of up to eight times your salary. 
• A new electric car in exchange for part of your gross salary, subject to conditions. 
• Cashback and discounts from more than 3,000 retailers.
• One paid volunteering day each year. 
• Enhanced family leave and pay arrangements. 
• An interactive health and wellbeing platform. 
• Support from mental health first aiders. 
• A £1,000 referral fee if you recommend someone to work for us.

Who we are

YTL UK is part of the international YTL Group based in Kuala Lumpur. The UK companies include:

• Wessex Water – one of the top-performing water and sewerage companies in England and Wales, serving 2.9 million people across the South West.
• YTL Developments – a major UK developer currently redeveloping a 350-acre former airfield into an award winning, exciting mix of houses, apartments, schools, commercial space, restaurants, and hotels, to make a truly sustainable new community.
• YTL Construction UK – a top 20 UK contractor providing fully integrated services to infrastructure, residential, commercial, industry, energy, and environmental sectors.
• YTL Arena – the development and operation of an entertainment complex that includes a 19,000-capacity arena, conferencing, and exhibition space.
• Plus, several other retail, environmental and specialist businesses.Our people tell us that YTL UK is a great place to work, which is why so many of them stay with us!  You will have a unique opportunity to develop and progress your career within such a diverse group.

We are passionate about diversity and inclusion – with that in mind, all applicants are welcome.

We are delighted to have signed the Armed Forces Covenant and are a Disability Confident Employer.

If you require reasonable adjustments to be made during the recruitment process, please inform a member of our recruitment team.