Head of Sales and Customer Experience

Head of Sales and Customer Experience Ascent Homes

Who we are:Advance Northumberland is a diverse property investment & development business, delivering opportunities to improve prosperity, tackle inequalities and drive economic growth in support of Northumberland County Council. Whether its support for new and developing businesses, the remediation of challenging brownfield sites, building of large-scale manufacturing units, delivering new purpose-built offices, delivery of major town centre redevelopments, including complex retail developments, leisure facilities or the delivery of high-quality market sale and affordable housing it can all be found in this unique regeneration company.We work collaboratively with stakeholders and partners, delivering positive physical and economic development.Focusing on the needs and aspirations of the county, addressing economic, housing and infrastructure challenges whilst capitalising on Northumberland’s significant assets and opportunities. We deliver a comprehensive regeneration capability to improve the County’s economic prosperity, regenerate communities, improve liveability and create a more connected and aspirational County.In doing so, we will support a broader county-wide assets-based approach to promote economic growth and an improved quality of life for its communities. Building on the opportunities emerging from the Combined Authority initiatives to enhance its regeneration impact, taking its lead from Northumberland County Council, and working in collaboration with key partners.

Ascent Homes is the housebuilding brand of Advance Northumberland Developments. With a passion for designing and building great homes for people in Northumberland, we have ambitious growth plans to increase the volume of our activities, linked to our 10 year business plan.

The sales and customer experience team are critical to this success, managing the sales process from initial enquiry through to sale and ensuring our purchasers are happy with their new home.

The Head of Sales and Customer Experience is part of the Ascent Homes management team and is a critical role in our future plans.

Our Values

• Collaboration
• Accountability
• Respect
• Ambition

Role Purpose

• To deliver house sales in line with (or exceeding) business plan targets
• To ensure the highest levels of customer experience with Ascent Homes (from reservation through to completion and end of warranty period)
• To act as a member of the Ascent Homes senior leadership team – helping to develop and implement the business strategy in line with an agreed business plan
• Lead and manage the sales operations and customer experience functions
• Establish Ascent Homes as a leading housing brand in the North East of England

Duties And Responsibilities

Sales Strategy

• Develop and implement a detailed sales and marketing strategy with accompanying sales (volume and revenue) targets
• Work with the Corporate Marketing and Communication team to develop a marketing strategy in support of the sales strategy
• Position Advance Northumberland as a key competitor in the housing market

Sales Operations

• Establish, implement and manage the sales process from market identification through to completion
• Prepare sales reports, forecasts, and budgets as required for the Senior Leadership, Board and Gateway Meetings
• Set up and agree the internal sales specifications
• Develop systems for capturing, following and maximising positive outcomes from sales leads.
• Support the development of management information systems to optimise and improve working practices and procedures

Customer Experience

• Establish and implement customer experience processes
• Collate and analyse customer feedback and data, identifying trends in order to drive continuous improvement.
• Liaise with Head of Construction to identify any areas for improvement
• Work in conjunction with other departments (both within Ascent and across the Group) to ensure a consistent and high level of customer service
• Manage customer experience and develop improvement plans where necessary
• Handle and resolve escalated customer concerns

People Management

• Lead, motivate and manage the sales and customer experience teams
• Develop a highly effective sales team and establish individual/group sales and performance targets whilst monitoring progress and managing incentives to maximise performance
• Mentor and ensure appropriate training and development is in place for the sales and customers experience teams. Review development needs of team on a regular basis with Sales Managers
• Regulatory, Legal Compliance a