Customer Service Manager – New Homes

Salary: £48,000 – £54,000 per year

As the office-based Customer Care Manager, you’ll be responsible for the day to day running of the Customer Care office, ensuring customer satisfaction, and working to meet defined KPI performance targets.

You will be expected to:

• Ensure that the Customer Care office team is compliant with all relevant SHE policies and procedures, putting the safety of our teams as first priority
• Manage and supervise the Customer Care office team effectively, to ensure that the Customer Care Department fully implements the standard Customer Care policies and procedures, and that all issues raised by the customer are dealt with professionally, quickly and to their complete satisfaction
• Ensure the staff working in the Customer Care Office team are well-directed with clear guidelines to their own job responsibilities, and provided with full support in achieving these, in terms of communication, training and the organisation of the administrative workload
• Ensuring the department is able to provide continual telephone cover throughout the working day
• Attend weekly internal meetings with staff to resolve any issues, and produce Action Logs for any issues arising
• Liaise and co-ordinate with the Construction, Commercial, Technical and Sales departments to ensure Customer Care issues are handled quickly and efficiently
• Ensure that all administration and IT systems are fully utilised and managed effectively to achieve the objectives set by the company, in particular, that all defects, complaints and customer contacts are fully recorded within the IT system
• Provide management information to the Head of Customer Care to monitor standard key performance indicators
• Be the first point of escalation for the Customer Care Coordinators & Administrators for both queries and customer concerns
• Work closely with the field based Customer Care Managers to ensure the smooth administration and coordination of defect management from inspection through to completion
• Efficiently manage and resolve service requests, ensuring Site teams, operatives & subcontractors meet defined SLA’s
• Ensure that remedial works are completed in accordance with Company and NHBC guidelines
• Ensure the staff working in the Customer Care Office team are well-directed with clear guidelines to their own job responsibilities, and provided with full support in achieving these, in terms of communication, training and the organisation of the administrative workload
• Ensure cost control is monitored for any works that are carried out, including the use of the contra-charge module where appropriate
• Undertake annual and interim PDR’s with Customer Care Coordinators/Administrators
• Promote and act in accordance with all Group values, systems, policies and procedures

Successful applicants will ideally have a new homes, housing association or construction background and already be a manager or senior member of the team. You’ll be positive with a can-do attitude and performance and results driven. A self–disciplined individual, you’ll have excellent time management skills, and flexible in order to achieve results coupled with good inter-personal skills and ability to deal with people from diverse backgrounds.

This is a Monday to Friday role.