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Customer Experience Manager
2 months ago
We are seeking an experienced Customer Care Manager to lead our Customer Care team in delivering a high-quality customer experience. As a key member of our team, you will be responsible for providing professional and effective customer care services to our customers who have purchased our new homes.
Key Responsibilities- Lead and manage the Customer Care team to effectively deliver their objectives and develop their potential.
- Work closely with the New Delivery Team to ensure a seamless transfer of handovers into the defect process.
- Monitor and continuously improve the performance of the Customer Care Advisors, using appropriate technology to report on KPI information.
- Collect, analyse and monitor defects performance data by developers, contractors and consultants and report on trends.
- Be an ambassador supporting the timely resolution for any formal complaints, ensuring that lessons are learnt to benefit the customer experience.
- Significant experience working in a similar role, ideally in social housing or a housebuilder/developer.
- Experience of working closely with customers with a passion for providing a customer-first approach.
- Ability to lead, manage, develop and motivate a small team.
- Experience of working in partnership with colleagues and external organisations at all levels.
- Ability to report on data trends and present reports to different audiences including senior management.
- Driving license and use of own vehicle in order to attend meetings on-site when required.
Platform Housing Group is a dynamic, forward-thinking social housing business that offers employees an inclusive and supportive environment with excellent benefits and family-friendly policies.
We are committed to delivering outstanding results and building great relationships with our customers, Housing Developers and internal teams.
If you are an ambitious individual who can demonstrate a solution-focused approach to your work, we would love to hear from you.
