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Customer Service Manager
2 months ago
The Position
* Reporting directly into the Group Customer Service Director, you will be responsible for the delivery and reporting of everything within the region related to Customer Service.
* Management of a team of 20 regional coordinators, operatives, sub-contractors, and suppliers to ensure the region delivers the service that is expected of a 5-star house builder.
* Responsible for meeting or exceeding the Customer Service KPls and ultimately achieving exceptional customer satisfaction surveys from both customers and clients alike.
* Responsible for carrying out the final ''RTMI" inspection and maintaining quality standards within the company at hand.
* Ensuring support is given to the direct Customer Service team and received from the wider regional team members to enable excellent service delivery.
Additional Duties:
1. Customer Interaction and Relationship Management
* Serve as the primary point of contact between the customer and the construction company.
* Address customer inquiries, concerns, and complaints promptly and professionally.
* Build and maintain positive relationships with customers throughout the project lifecycle.
2. Project Coordination and Communication
* Facilitate communication between the customer and the project management team to ensure alignment on project timelines, milestones, and expectations.
* Keep customers informed about project progress, potential delays, and any changes to the project scope.
3. Issue Resolution and Problem-Solving
* Identify potential issues early and work with relevant teams to resolve them before they escalate.
* Coordinate with the construction team to address any customer concerns about the quality, timeline, or other aspects of the project.
* Mediate disputes between customers and the construction team if necessary.
4. Quality Assurance
* Ensure that the construction meets the customer’s quality expectations and complies with all contractual obligations.
* Conduct inspections or coordinate third-party inspections to verify the quality of work and adherence to specifications.
5. Post-Construction Support
* Manage the handover process, ensuring that all aspects of the project are completed to the customer’s satisfaction.
* Provide support for warranty claims, maintenance issues, and any post-construction services required by the customer.
6. Documentation and Reporting
* Maintain detailed records of customer interactions, issues raised, and resolutions provided.
* Prepare regular reports for management on customer satisfaction levels, recurring issues, and areas for improvement.
7. Training and Development
* Train customer service representatives or other team members on best practices for customer interaction in a construction context.
* Stay updated on industry trends and customer service techniques to continuously improve the service provided.
8. Process Improvement
* Analyse customer feedback and project outcomes to identify areas where processes can be improved.
* Implement changes to enhance customer satisfaction and streamline communication and service delivery
