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Customer Care Operations Leader

2 months ago

Camberley, Surrey, United Kingdom Persimmon Homes Full time

About Us

At Persimmon Homes, we are dedicated to building quality homes and supporting rewarding careers. As a prominent player in the UK housing market, we deliver approximately 10,000 homes annually across England, Wales, and Scotland.

Role Overview

We are seeking a skilled Customer Care Operations Manager to enhance our Customer Care Team. This pivotal role focuses on overseeing the Customer Care Maintenance Operatives to ensure outstanding customer satisfaction in line with our corporate guidelines and standards.

Key Responsibilities

  • Effectively manage the team by establishing clear workplace standards, monitoring performance, and providing coaching and training to meet company KPIs and maintain high customer satisfaction.
  • Diagnose complex issues, develop remedial strategies, and oversee the resolution of formal complaints according to company standards.
  • Address customer escalations proactively and support the resolution of formal complaints in accordance with established procedures.
  • Engage with customers, site teams, and maintenance operatives as needed to ensure effective communication and service delivery.
  • Manage all resolutions and claims with NHBC, Premier, and LABC, collaborating closely with the Customer Care department.
  • Work collaboratively with contractors and colleagues across various departments, including Construction, Sales, and Accounts, to optimize communication and achieve KPIs.
  • Ensure compliance with the Group's Health, Safety, and Environmental Policy within the team.

Qualifications and Skills Required

  • Proven experience in customer service.
  • Relevant trade experience is essential.
  • Demonstrated experience in team management.
  • Exceptional written and verbal communication skills.
  • Proficient in Microsoft Office Suite, particularly Excel and Word.
  • Possession of a CSCS Card.

Benefits

We offer a competitive salary and benefits package, including:

  • Competitive salary based on experience.
  • Company car or car allowance.
  • Contributory pension scheme.
  • Life insurance coverage.
  • Healthcare benefits.
  • Performance-based bonuses.

Our Hybrid Working Policy allows for flexible working arrangements, enabling employees to work from home up to two to three days a week.

Commitment to Diversity

Persimmon Homes is an equal opportunities employer, committed to fostering equality, diversity, and inclusion within our workforce. We aim to create a workplace that reflects the diverse communities we serve, ensuring every employee feels valued and empowered to contribute their best.