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Customer Service Operations Manager
2 months ago
From the commitment we pour into our homes, to the belief we bring to supporting amazing careers, a role at Persimmon is a springboard for Building Your New Possible. Discover new opportunities to grow, learn new skills and release your potential.
We’re Persimmon Homes, a FTSE 100 listed company and a leading UK house builder serving local communities across the UK and delivering around 10,000 homes a year. We have 29 operating businesses in England, Wales and Scotland, three house-building brands and three off-site manufacturing facilities.
We’re looking for people like you, and this could be your opportunity to start Building Your New Possible.
This is an exciting opportunity for a Customer Care Operations Manager to join the Customer Care Team.
The purpose of the role is to manage the Customer Care Maintenance Operatives, delivering excellent customer satisfaction in accordance with Company Guidelines, Group Standards and Procedures for Customer Care.
Managing the department team effectively, including setting clear standards in the workplace, monitoring performance and coaching and training of all team members to ensure employees achieve company KPIs and maintain NHBC Customer Satisfaction and company standards.
Diagnosing complex defects, being responsible for the remedial strategy and overseeing the works related to formal complaints in accordance with Company Standards
Being responsible for identifying and resolving customer escalations (pre-complaint), as well as supporting the resolution of all formal complaints in accordance with company procedure
Attending site as and when required to meet with customers, the site team and the Customer Care Maintenance Operatives.
Managing all NHBC / Premier / LABC resolutions and claims, working closely with the Customer Care department.
Working cohesively with contractors and Customer Care colleagues as well as other departments across the company (i.e., Construction, Sales, and Accounts) to ensure communication is optimal and the company achieves its KPIs
Complying with responsibilities as defined in the Group's HS&E Policy and ensure compliance throughout the team
Customer Service experience is essential
Fully conversant with Microsoft Package, including Excel and Word
CSCS Card
The Salary & Benefits package
Company car or car allowance
Contributory pension
Life cover
Bonus
Persimmon has a Hybrid Working Policy for core roles in the business allowing staff on completion of probation to apply for home working up to 2/3 days per week.
You can realise your full potential through industry-leading training and clearly signposted career paths. If this sounds like the place for you, apply today and start Building Your New Possible.
No Agencies please – Persimmon will not accept speculative CVs as a means of introduction
We are committed to encouraging equality, diversity and inclusion among our workforce and eliminating unlawful discrimination.
