Customer Service Manager

Salary: £32,400 – £36,000 per year

Customer Services Manager – About the client:

The client is a 5* national housebuilder who build across England and Wales.

Customer Services Manager – About you:

• A demonstrable record of experience in a similar role within the industry
• Effective Time Management Skills
• Must possess problem solving and decision-making skills
• Able to remain calm, patient and professional whilst working under pressure
• Excellent communication and organisational skills; must be able to liaise professionally and effectively with both internal and external customers
• Must have strong people management, planning and negotiation skills
• Self-motivated and proactive
• Must hold a relevant CSCS card
• Good listening skills
• Working knowledge of COINS and 4P operating system
• Experience of dealing with NHBC
• Previous people management experience

Customer Services Manager – About the role:

• Manages and maintains the Customer Service function to deliver exceptional quality of service
• Manges the Customer Service Technicians & Assistant Customer Service Managers, monitoring service levels to ensure the delivery of a consistent and quality service
• Manage and monitor maintenance defects that is allocated to the Technicians and carried out within the agreed timescales
• Carry out quality assessments on technician’s work, feedback as appropriate to continually improve the service we offer
• Ensures the delivery of a consistently high quality, professional service to both internal and external customers
• Strives to achieve excellent customer survey results via inhouse and NHBC
• Promotes effective communication between site and office; working departmentally as a team towards the same objectives
• Seeks to continually improve the Department to achieve optimum output and cost efficiency
• Implements and reviews procedures which enable all queries to be dealt with in a standardised, effective manner
• Educates and advises all Company Homes personnel in Customer Service procedures
• Carries out plot checks, ensuring defects are resolved before handover to the customer
• Deals with escalate customer complaints to achieve a fair result considering both the customer and the company’s view points
• Ensures that all NHBC resolutions are escalated and communicated appropriately
• Aims to maintain 5* NHBC status
• Ensure all KPI metrics are achieved – inhouse data, report and improve where appropriate
• Effectively manages and reviews In-House and NHBC data so we can better understand our customer
• Adheres to “The Company Way” of presentation and maintains these standards
• Promote and lives the values of the Company