Customer Service Operations Manager
4 weeks ago
Persimmon Homes is a leading UK house builder serving local communities across the UK and delivering around 10,000 homes a year. We have 29 operating businesses in England, Wales, and Scotland, three house-building brands, and three off-site manufacturing facilities.
Job Title: Customer Service Operations ManagerWe're looking for a Customer Service Operations Manager to join our Customer Care Team. As a key member of our team, you will be responsible for managing the Customer Care Maintenance Operatives, delivering excellent customer satisfaction in accordance with Company Guidelines, Group Standards, and Procedures for Customer Care.
Key Responsibilities:- Manage the department team effectively, including setting clear standards in the workplace, monitoring performance, and coaching and training of all team members to ensure employees achieve company KPIs and maintain NHBC Customer Satisfaction and company standards.
- Diagnose complex defects, be responsible for the remedial strategy, and oversee the works related to formal complaints in accordance with Company Standards.
- Be responsible for identifying and resolving customer escalations (pre-complaint), as well as supporting the resolution of all formal complaints in accordance with company procedure.
- Attend site as and when required to meet with customers, the site team, and the Customer Care Maintenance Operatives.
- Manage all NHBC/Premier/LABC resolutions and claims, working closely with the Customer Care department.
- Work cohesively with contractors and Customer Care colleagues as well as other departments across the company (i.e., Construction, Sales, and Accounts) to ensure communication is optimal and the company achieves its KPIs.
- Comply with responsibilities as defined in the Group's HS&E Policy and ensure compliance throughout the team.
- Customer Service experience is essential.
- Fully conversant with Microsoft Package, including Excel and Word.
- CSCS Card.
- Company car or car allowance.
- Contributory pension.
- Life cover.
- Bonus.
Persimmon has a Hybrid Working Policy for core roles in the business allowing staff to apply for home working up to 2/3 days per week.
Equal Opportunities:We are committed to encouraging equality, diversity, and inclusion among our workforce and eliminating unlawful discrimination.
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