Customer Care Director
3 hours ago
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 all 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, to ensure customer satisfaction and maintain the company reputation
* 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 is desirable but not essential
* A true customer care champion with a proven track record of managing high-performing customer care teams or teams within a highly customer-centric environment
* Thrive in a busy, fast-paced environment with a positive, can-do attitude
* 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
* Demonstrate exceptional verbal and written communication skills
* Be intuitively customer-centric with a good understanding of business requirements and brand positioning
* Demonstrate an ability to learn different systems and be conversant with the basic Microsoft package (including Excel & PowerPoint)
What We Offer:
* A highly competitive base salary - industry leading
* 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
Contact Information:
For further information about the opportunity, please contact Jamie Ttophi on or
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