Head of Customer Experience
4 days ago
Job Title: Head of Customer Care
Company: Crest Recruitment
Location: Remote
Job Type: Full-time
Industry: Residential Development
Job Description:
About Us:
Crest Recruitment is a leading recruitment agency specializing in the residential development industry. We are seeking an experienced Head of Customer Care to join our team and lead our customer care operations.
Job Purpose:
The Head of Customer Care will be responsible for providing leadership to the customer care team, ensuring compliance with all safety policies and procedures, and driving excellent customer satisfaction. The role will oversee the customer care team within the relevant operating company, ensuring that the company is represented at all NHBC resolution and claim inspections.
Key Responsibilities:
- Provide leadership to the customer care team and ensure they are well-directed with clear guidelines to their job responsibilities.
- Ensure the customer care department is compliant with all safety policies and procedures.
- Oversee the customer care team within the relevant operating company and ensure that the company is represented at all NHBC resolution and claim inspections.
- Ensure that all NHBC remedial works are completed within the specified timescales.
- Deliver a 5-star customer journey.
Requirements:
- 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 exceptional verbal and written communication skills.
- Ability to learn different systems and be conversant with the basic Microsoft package (including Excel & PowerPoint).
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.
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