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Customer Care Director

2 months ago

Northampton, Northamptonshire, United Kingdom Crest Recruitment Full time
{"Job Title: Head of Customer Care

About the Role:

We are seeking a highly skilled and experienced Head of Customer Care to join our team at Crest Recruitment. As a key member of our customer care team, you will be responsible for providing leadership and direction to our customer care team, ensuring that our customers receive the highest level of service and satisfaction.

Key Responsibilities:

* Provide leadership and direction to the customer care team, ensuring that they are well-directed and supported in their roles
* Ensure that the customer care department is compliant with all relevant policies and procedures
* Oversee the customer care team within the relevant operating company, ensuring that excellent customer satisfaction is achieved and evident through MI reporting
* Represent the company at NHBC resolution and claim inspections, ensuring that all remedial works are completed within specified timescales
* Ensure that the service is provided within company guidelines, group standards, and procedures for customer care
* Promote and act in accordance with all group values, systems, policies, and procedures

About You:

* Previous experience managing customer care teams, with knowledge of the housebuilding and construction industry
* A true customer care champion, with a proven track record of managing high-performing customer care teams
* Ability to influence others and drive behaviors
* Ability to juggle multiple priorities and multitask while remaining calm under pressure
* Resilient in the face of negativity
* Analytical individual with experience reviewing data and identifying areas for improvement
* Exceptional verbal and written communication skills
* Intuitively customer-centric, with a good understanding of business requirements and brand positioning
* Ability to learn different systems and be conversant with the basic Microsoft package

What We Offer:

* A highly competitive base salary
* Competitive company bonus scheme
* Company car allowance
* Life assurance
* 25 days holiday plus bank holidays
* Company pension scheme
* Private healthcare
* Extensive choice of flexible benefits
* Extensive choice of company-wide benefits

How to Apply:

If you are a motivated and experienced customer care professional looking for a new challenge, please contact Jamie Ttophi at Crest Recruitment.