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Customer Care Manager
4 months ago
**Salary**: Circa £38,000
**Job Type**: Full Time
**Location**: Head Office - West Didsbury
**Benefits**: Competitive pension, 26 days holiday plus bank holidays, increasing with service, cycle to work scheme, season ticket loans for public transport plus much more.
**Local Structure **
The Customer Care Manager is part of the Programme Team within the wider Affordable Development Team at Great places.
**Why are you here**
- To manage and improve the customer service experience for Great Place's new customers ensuring they receive the very best care and support moving into their new home
- To lead and manage a dedicated Customer Care Team within Development
- Develop effective procedures to ensure excellent customer service delivery, capturing performance data and identifying and supporting opportunities for continual improvement
- Taking ownership of the customer experience, specifically with respect to defects and rectification of defects
- Providing a single point of contact and voice in the management of defect aftercare and where necessary managing defect attention through warranty providers
**What you'll be doing **
- Creating a positive and successful 'move in' experience for new customers and their families
- Build and develop a successful Customer Care Team, proactively managing training, performance and wellbeing
- Monitor the development programme to ensure resource are allocated appropriately and as required
- Take responsibility for the managing the defect period for our new homes. Establish process for getting alternative contractors to complete jobs if defect contractor doesn't resolve in 28 days
- Ensure our new home customers receive the Great Places welcome communications
- Undertake customer welcome meetings in new homes, ensure that all operating instructions and helpline numbers are provided to the customer as part of this process
- Attend and influence the final quality inspection of the property prior to completion, working with the Project Manager and Clerk of Works to ensure quality standards are met prior to handover
- Conduct the Home Demonstration in a professional and informative manner and ensure any issues raised at the Home Demonstration are closed out within 1-2 days
- Be the main point of contact with our customers from handover/ sales completion and throughout the defect period
- Manage the team to ensure all Great Places procedures are followed and properties loaded onto Aareon
- Continually improve Great Places branded Home User Guide to assist customers in their new homes
- Manage Customer Satisfaction, handle customer queries, complaints and compliments
- Work with the guidelines of NHBC/LABC Guarantee and Great Places standards
- Ensure regular communication with customers at key stages and on an ad hoc basis when required. This will involve visiting customers and may involve occasional evening and weekend work
- Report key customer trends, defects issues and feedback to the wider Development Team
- Conduct a thorough Quality Inspection on Project Manager's sign-off of completed unit, issuing the Project Team with a list of items to be closed out within 1-2 days. Once notified the items have been completed, check that all items have been closed out before agreeing final sign off
- Be the customer care champion within the Development team and support the interface between Project Managers, Clerk of Works and Neighbourhoods/Sales colleagues as homes near completion
- On identified schemes, be the main point of contact with the customer from property inspection and throughout the defects period process
- Ensure that there are clear lines of responsibility between the CCC and the PM with regards to resolving defects and communicating with the residents to ensure the customer is kept informed and receive the very best care and support during their home buying and home ownership experience
- Use the knowledge gained from previous schemes to help improve processes and identify opportunities for improvements to quality and customer experience
**What you'll need**
- Customer service experience in the field of housing or construction
- Experience of managing a team
- Able to prioritise, be well organised and practise good time management
- Great communicator- spoke and written
- Negotiation skills
- Ability to listen, empathise and find solutions
- Team player but able to work independently and mange own work load/priorities
- Confidence and experience of offering challenge both internally and externally
- Knowledge of NHBC finishing standards
- A Level qualifications or equivalent desirable but not essential
**Personal attributes**
- Maintain a smartly presented, polite, diligent, positive and professional demeanour at all times; demonstrating knowledge to build customer confidence.
- Leadership skills
- Ability to work independently, remain calm, prioritise, use initiative and make informed decisions
- Honesty, integrity and accountable
- Flexible and a problem solver
- Empathetic, fair but assertive and comfortable at holding others to account
- Driver and car owner
- Willingness to attend all of our new Great Places sites, across Greater Manchester, Lancashire and South Yorkshire
**What we give you in return for your hard work and commitment**
- Pension - up to 10% contribution from both colleague and Great Places
- WPA - Healthcare auto enrolled at no contribution level- option to increase & add on family members
- The Market Place - high street, restaurant & supermarket discounts, gym memberships Cycle to work, smart tech loans and much more
- Start at 26 days annual leave, increasing up to 30 days
- Lottery
- Colleague forum groups
- Link to Manchester Credit Union
- Savings Club
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