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Head of Customer Care

2 months ago

Wellingborough Northamptonshire, United Kingdom CSC Recruitment Ltd Full time

Head of Customer Care Location: Wellingborough, UK Salary: Competitive + Benefits Client: Leading National Property Developer I am working with a prestigious national property developer based in Wellingborough, currently looking for an experienced Head of Customer Care. This is a unique opportunity to join a growing company that is committed to delivering excellence in both its product and service. About the Role: The Head of Customer Care will play a pivotal role in ensuring a top-tier customer experience from the moment homebuyers complete their purchase through to aftercare and beyond. You will lead a dedicated team, driving continuous improvement and ensuring high customer satisfaction, managing everything from customer queries to escalated complaints, and liaising closely with internal teams to ensure seamless service delivery. Key Responsibilities Include:

  • Managing and developing a high-performing customer care team.
  • Designing and implementing customer care strategies, policies, and SLAs to enhance customer satisfaction.
  • Handling escalated customer complaints and overseeing their resolution in a timely and professional manner.
  • Tracking and reporting on key performance indicators (KPIs) related to customer satisfaction.
  • Collaborating with construction, sales, and other departments to ensure smooth customer handovers and aftercare.
  • Ensuring that the company maintains its strong reputation for delivering excellent customer care.
The Ideal Candidate Will Have:
  • Proven experience in a senior customer care or customer service management role, ideally within the property or construction sector.
  • Strong leadership skills, with the ability to manage, motivate, and develop a team.
  • Excellent communication and problem-solving skills.
  • Experience managing challenging customer complaints and providing resolutions that maintain company reputation.
  • An ability to multitask, prioritize, and remain calm under pressure.
  • A deep understanding of the property development process, from construction to customer handover and aftercare.
What’s on Offer:
  • The chance to work with one of the UK's leading property developers, known for quality and customer service.
  • Competitive salary with excellent benefits.
  • The opportunity to shape and lead customer care strategy in a growing company.
  • A supportive environment with opportunities for professional growth.
Next Steps: If you’re an experienced customer care professional looking for a new challenge, we’d love to hear from you