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Customer Service Manager

1 month ago

Ealing Broadway, United Kingdom CSC Recruitment Ltd Full time

Job title: Customer Service Manager

Location: Ealing

About the Role: As a vital part of our client's Customer Care team, you’ll ensure home buyers receive exceptional service post-purchase. This customer-facing position demands more than typical customer service skills; it requires a keen eye for quality and professionalism, ideally backed by experience in construction or building.

Key Responsibilities:

* Oversee daily operations of the Customer Care office, reporting to the Head of Customer Care or Customer Care Manager.

* Ensure compliance with all relevant SHE policies and procedures, prioritizing team safety.

* Manage and guide the Customer Care office team to fully implement our client's standard Customer Care policies, ensuring quick and professional resolution of customer issues.

* Provide clear job responsibilities, communication, training, and administrative support to the Customer Care office team.

* Maintain continuous telephone cover throughout the working day.

* Coordinate with Construction, Commercial, Technical, and Sales departments for efficient handling of Customer Care issues.

* Utilize and manage administration and IT systems, particularly the iCARE IT system, to achieve company objectives.

* Supply management information to monitor our client's key performance indicators.

* Serve as the first point of escalation for Customer Care Coordinators & Administrators.

* Collaborate with the Customer Care Operations Manager for smooth defect management.

* Manage and resolve service requests efficiently, ensuring adherence to defined SLA’s.

* Ensure remedial works comply with Company and NHBC guidelines.

* Monitor cost control for works carried out, using the contra-charge module where appropriate.

* Conduct annual and interim PDR’s with Customer Care Coordinators/Administrators.

* Uphold and promote all Group values, systems, policies, and procedures.

What We’re Looking For:

* Proven experience in a similar Customer Care role; previous house-building knowledge is advantageous but not essential.

* Positive, can-do attitude and results-driven mindset.

* Excellent time management and self-discipline.

* Strong interpersonal skills and the ability to interact with diverse individuals.

About Our Client and Benefits: Our client is proud to be a nationally recognized 5-star housebuilder since 2009, known for high-quality homes.

As an employee of our client, you will enjoy:

* Competitive Salary

* Competitive Bonus Scheme

* Annual Health Assessment

* Private Medical Insurance (Single Cover)

* 26 days holiday (increasing with service)

* Choice of Flexible Benefits

* Enhanced Family Friendly Policies