Customer Service Director
2 months ago
Role Overview:
**In a Nutshell**
We have a new opportunity for a Customer Service Director to join our team within Countryside Partnerships North East at our office in Newcastle upon Tyne. As our Customer Service Director, you will be report to the Business unit MD and will be accountable for driving the ongoing development of operational requirements, process and technology required to ensure delivery of efficient and effective 5* service. You will interface with customers, client’s representatives / tenants and consultants across the business output, including new homes, affordable housing and PRS sales. As a board member you will also provide a meaningful contribution to the wider business goals.
We are pleased to say, this role can accommodate agile working arrangements.
**Let’s cut to the chase, what’s in it for you**
- Competitive basic salary and annual bonus
- Company car, car allowance or travel allowance
- Agile working arrangements possible for this role
- 28 days annual leave plus bank holidays, and the option to buy up to 5 days per annum
- Private Healthcare
- Company contributory pension scheme
- Life assurance - 4 x your annual salary
- Sharesave scheme
- Cycle to work scheme - up to £3000
- Support with a professional membership
- Denplan, GymFlex and many more
**In return, what we would like from you**
- Behave in line with our company values - Integrity, Caring and Quality
- Extensive experience working as a Head of Customer Care, Area Customer Care or Area Build Manager within the residential housebuilding industry
- Detailed understanding of NHBC customer handover requirements
- Full understanding of the end-to-end customer journey and the role of Customer Service
- Experience of people and change management
- Knowledge of structural warranty provider policies, Consumer Code and company policies
- Strategic thinker with demonstrated ability to contribute at Board level
- Good understanding of Microsoft Office, Excel, Outlook and Dynamics
- Ability to handle complaints and difficult situations
- Good understanding of building regulations and legal obligations
- Strong Commercial and Financial understanding
- Proven background in delivery of outstanding Customer Service.
- Good planning and organisational skills
- Capable of strategic vision
- Decision making/problem solving/multi-tasking
- A polite, tactful and assertive attitude
- Patient and calm under pressure
- Excellent communication skills
- A Team leader who creates strong team working
- Excellent customer and stakeholder management skills
- Willing to work extra to meet deadlines as and when the business needs require it
- Willing to travel to sites visiting customers, when the business requires (even during unsociable hours from time to time)
Desirable
- Degree in Construction
- Member of the Chartered Institute of Builders (CIOB)
- NVQ Level 5 in Customer Services or ICS Customer Service Qualification or equivalent
**More about the Customer Service Director role **
- Represent the Voice of the customer / key stakeholder at the Board. Provide reports and action plans for regional board meetings regarding customer care/service performance including customer satisfaction, survey responses, remedial works, supplier performance, defects, contra charging and cost against budget comparisons.
- Lead the Customer Care team, fostering a strong team ethos of accountability and responsibility placing the customer at the forefront whilst ensuring the department operates efficiently and cost effectively.
- Ensure that best practice and processes are in place to drive continuous improvement in customer satisfaction scores, working with all teams across the business to deliver excellent 5* service (or equivalent) and drive nine-month service improvement in line with BU targets.
- Ensure that a Customer Service improvement plan is in place for the business with appropriate targets and measures required across all relevant stakeholders
- Act as the Customer champion within the business to drive service improvements throughout a customers journey. Working with Sales and Build / Construction Directors to ensure an aligned service improvement plan is in place.
- Liaise with the Commercial department to ensure specified products have warranties comparable with the Company’s liabilities and that contractor and supplier performance meets aftercare requirements.
- Ensure all departments are fully informed and provided with required information to support customer satisfaction and product improvement plan, including top defects reporting, and ensuring measures are in place to track delivery of them.
- Own and lead the implementation and change management of processes, procedures to ensure continuous improvement within the service. Working as the SME for all service systems and processes changes required.
- Act with delegated authority on behalf of the MD, responding to purchaser’s / client representative complaints/queries, assessing th
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