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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 not just homes, but also fulfilling careers. As a prominent player in the UK housing market, we construct approximately 10,000 homes annually across England, Wales, and Scotland. Our commitment to quality and community is at the heart of everything we do.

Role Overview

We are seeking a skilled Customer Care Operations Manager to oversee our Customer Care Team. This pivotal role focuses on ensuring exceptional customer satisfaction while adhering to our company standards and procedures.

Key Responsibilities

  • Effectively manage the Customer Care department, establishing clear workplace standards, monitoring team performance, and providing coaching and training to meet company KPIs and uphold customer satisfaction.
  • Diagnose complex issues, develop remedial strategies, and oversee the resolution of formal complaints in line with company guidelines.
  • Proactively identify and resolve customer escalations prior to formal complaints, and assist in the resolution of all formal complaints as per company protocols.
  • Conduct site visits as necessary to engage with customers, site teams, and Customer Care Maintenance Operatives.
  • Manage all NHBC, Premier, and LABC resolutions and claims, collaborating closely with the Customer Care department.
  • Work collaboratively with contractors and colleagues across various departments (e.g., Construction, Sales, Accounts) to ensure optimal communication and achievement of company KPIs.
  • Adhere to the Group's Health, Safety, and Environmental Policy, ensuring compliance within the team.

Qualifications and Skills Required

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

What We Offer

We provide a competitive salary based on experience, along with a comprehensive benefits package that includes:

  • Company car or car allowance
  • Contributory pension scheme
  • Life insurance
  • Healthcare benefits
  • Performance-related bonuses

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

At Persimmon, we believe in fostering an environment where you can explore your potential through extensive training and clearly defined career paths. We value hard work and teamwork, providing a fulfilling workplace where you can thrive.

Commitment to Diversity

Persimmon is an equal opportunities employer, committed to promoting equality, diversity, and inclusion within our workforce. We strive to create a workforce that reflects the diverse communities we serve, ensuring every employee feels respected and empowered to perform at their best.