Customer Care Manager

3 weeks ago


Swanley, United Kingdom Qube recruitment Full time

Our client is seeking a Customer Care Manager to promote and reinforce positive company values to both internal staff and external customers and consultants at all times.

You will be keen to undertake a varied range of tasks and be able to respond to changing business priorities. You will also need to adopt a flexible and amenable approach.

**Knowledge Needed**:

- General knowledge of house building construction
- Knowledge of NHBC trading standards
- Knowledge of NHBC/Local Building Control construction tolerances.
- Polite and courteous telephone manner
- Computer skills

**What You will Need**:

- To be able to deliver high levels of customer care
- Be able to work stand alone with minimum support
- To have strong communication and interpersonal skills.
- Be able to learn and operate relevant systems both manual and computerised.
- Be able to multi-task remaining calm and professional even in a pressurised customer service environment.
- To be ability to make decisions in line with current policies and information.

**Responsibilities**:

- To be responsible for the answering of telephone complaints/queries and keeping customers informed of progress.
- Recording and inputting data on customer services data base.
- Develop customer satisfaction goals and coordinate with the team to achieve high levels of customer service
- Liaising with construction/site/maintenance managers in relation to customer issues.
- Gathering information for the monthly customer service report to assist the customer services manager with the monthly meeting.
- Arranging meetings with customers to discuss defects
- Acknowledging and confirming meetings with NHBC re resolutions.
- Ordering materials relevant to completing maintenance issues as well as arranging subcontract labour where necessary.
- Managing the workload of directly employed customer services operatives.
- General office tasks including filing.

Monday to Friday: Full Time


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