Customer Care Operations Manager

Salary: £42,000 – £48,000 per year

Customer Care Operations Manager – About the role:

• The role of Customer Care Operations Manager reports to the Head of Customer Care.
• The role is responsible for managing and providing leadership to the Customer Care Maintenance Operatives.
• There is a close working relationship with the Customer Care Office Manager, and you will work collaboratively to deliver a high standard of customer service.

Customer Care Operations Manager – Role Purpose:

To manage the Customer Care Maintenance Operatives within the relevant Operating Company, maintaining excellent customer satisfaction and monitoring performance in accordance with Company Guidelines, Group Standards and Procedures for Customer Care.

Customer Care Operations Manager – About you:

• A proven track record of managing high performing customer care teams is ideal, or as a minimum have experience of working within a high performing customer care team where you have influenced process and procedure, coached others and/or implemented change
• Be highly competent at a range of practical skills or have a background in construction or associated functions or trades. Or have a proven track record of successfully managing a team of repair / maintenance technicians.
• Demonstrate exceptional verbal and written communication skills.
• Be intuitively customer centric, with a good understanding of business requirements and brand positioning.
• Demonstrate an ability to learn different systems and be conversant with the basic Microsoft package (including Outlook, Word & basic Excel)
• Thrive in a busy, fast paced environment.

Customer Care Operations Manager – Role responsibilities:

• Manage the Customer Care Maintenance Operatives, ensuring they receive the necessary training and coaching to deliver customer excellence.
• Drive effective SLA’s ensuring all issues and defects are dealt with promptly, professionally and to the customer’s satisfaction.
• Ensure all Customer Care Maintenance Operatives are using the Operatives App to accurately record all activities associated with their appointments and remedial works.
• Minimise costs associated with remedial works and adhere to the sign-off and cost recording policies, identify all contra-charging opportunities
• Diagnose complex defects, be responsible for their remedial strategy and oversee the works.
• Oversee and closely manage all remedial works related to formal complaints.
• Proactively manage relationships with key internal and external stakeholders (including our subcontractors, the supply chain, the construction team and the Customer Care office team), with the Customer Care agenda at the heart of all interactions, to ensure Customer Care issues are minimised and handled efficiently.
• Manage all NHBC / Premier / LABC resolutions and claims, working closely with the Customer Care Office Manager.
• Responsible for health and safety compliance as defined in the Group’s Health, Safety & Environment Policy and ensure compliance with the same throughout the team to promote safety in the way we undertake remedial works.

Due to the nature of the role, it is essential applicants can drive and preferably have access to their own vehicle.