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Customer Service Manager
2 months ago
Location: Ealing
About the Role: As a vital part of our client's Customer Care team, you’ll ensure home buyers receive exceptional service post-purchase. This customer-facing position demands more than typical customer service skills; it requires a keen eye for quality and professionalism, ideally backed by experience in construction or building.
Key Responsibilities:
* Oversee daily operations of the Customer Care office, reporting to the Head of Customer Care or Customer Care Manager.
* Ensure compliance with all relevant SHE policies and procedures, prioritizing team safety.
* Manage and guide the Customer Care office team to fully implement our client's standard Customer Care policies, ensuring quick and professional resolution of customer issues.
* Provide clear job responsibilities, communication, training, and administrative support to the Customer Care office team.
* Maintain continuous telephone cover throughout the working day.
* Coordinate with Construction, Commercial, Technical, and Sales departments for efficient handling of Customer Care issues.
* Utilize and manage administration and IT systems, particularly the iCARE IT system, to achieve company objectives.
* Supply management information to monitor our client's key performance indicators.
* Serve as the first point of escalation for Customer Care Coordinators & Administrators.
* Collaborate with the Customer Care Operations Manager for smooth defect management.
* Manage and resolve service requests efficiently, ensuring adherence to defined SLA’s.
* Ensure remedial works comply with Company and NHBC guidelines.
* Monitor cost control for works carried out, using the contra-charge module where appropriate.
* Conduct annual and interim PDR’s with Customer Care Coordinators/Administrators.
* Uphold and promote all Group values, systems, policies, and procedures.
What We’re Looking For:
* Proven experience in a similar Customer Care role; previous house-building knowledge is advantageous but not essential.
* Positive, can-do attitude and results-driven mindset.
* Excellent time management and self-discipline.
* Strong interpersonal skills and the ability to interact with diverse individuals.
About Our Client and Benefits: Our client is proud to be a nationally recognized 5-star housebuilder since 2009, known for high-quality homes.
As an employee of our client, you will enjoy:
* Competitive Salary
* Competitive Bonus Scheme
* Annual Health Assessment
* Private Medical Insurance (Single Cover)
* 26 days holiday (increasing with service)
* Choice of Flexible Benefits
* Enhanced Family Friendly Policies
