Customer Care Manager

3 weeks ago


Cambridge Cambridgeshire, United Kingdom Imperial Search Ltd Full time

Responsible for:
Responsible for the delivery and reporting of everything within the region related to Customer Service. Management of the regional coordinators, operatives, sub-contractors, and suppliers to ensure the region delivers the service that is expected of a 5 star house builder.
Key Responsibilities:
# Responsible for meeting or exceeding the Customer Service KPIs 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.
# Ensuring support is given to the direct Customer Service team and received from the wider regional team members to enable excellent service delivery.
# Part of the Regional team with circa 500 plots in warranty across c20 schemes.

Key Results Areas:
Delivery Completion of daily defects within prescribed timescales to achieve targeted "success rate".
Management of daily defects, EOD's, latent defects and stock plot.
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