Client Relations Supervisor

2 weeks ago

Ealing Broadway, United Kingdom CSC Recruitment Ltd Full time

Job Title:
Client Relations Supervisor

Location:
Ealing

About the Role:
As an integral member of our client's Customer Care division, you will ensure that homeowners receive outstanding service following their purchase.

This role, which is customer-facing, requires more than just standard customer service abilities; it demands a sharp focus on quality and professionalism, ideally supported by experience in the construction or building sector.


Key Responsibilities:

  • Supervise the daily functions of the Customer Care office, reporting directly to the Head of Customer Care or Customer Care Manager.
  • Ensure adherence to all relevant SHE policies and procedures, placing a priority on team safety.
  • Lead and support the Customer Care office team in fully executing our client's standard Customer Care policies, ensuring prompt and professional resolution of customer inquiries.
  • Provide clear job roles, communication, training, and administrative assistance to the Customer Care office team.
  • Maintain continuous telephone coverage throughout the workday.
  • Collaborate with Construction, Commercial, Technical, and Sales departments for effective management of Customer Care issues.
  • Utilize and oversee administration and IT systems, particularly the iCARE IT system, to meet company objectives.
  • Provide management information to track our client's key performance indicators.
  • Act as the primary point of escalation for Customer Care Coordinators & Administrators.
  • Work alongside the Customer Care Operations Manager for efficient defect management.
  • Manage and resolve service requests effectively, ensuring compliance with defined SLA's.
  • Ensure that remedial works align with Company and NHBC guidelines.
  • Monitor cost control for completed works, utilizing the contra-charge module when necessary.
  • Conduct annual and interim performance reviews with Customer Care Coordinators/Administrators.
  • Uphold and promote all Group values, systems, policies, and procedures.

What We're Looking For:

  • Demonstrated experience in a comparable Customer Care role; prior knowledge of house-building is beneficial but not mandatory.
  • A positive, proactive attitude and a results-oriented mindset.
  • Exceptional time management and self-discipline.
  • Strong interpersonal skills with the ability to engage with a diverse range of 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

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