Senior Customer Service Manager

2 weeks ago

Harlow Essex, United Kingdom Invision Recruitment Ltd Full time

This position is for a Customer Service Manager to play a crucial role in ensuring customer satisfaction in construction projects within the Residential sector, overseeing warranty properties within their 2-year NHBC warranty period. Here are the key duties and responsibilities of this role:

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.

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