Head of Customer Experience

5 days ago

Wellingborough, Northamptonshire, United Kingdom CSC Recruitment Ltd Full time

Head of Customer Care

**About the Role:**

We are seeking an experienced Head of Customer Care to join our team at CSC Recruitment Ltd. As a key member of our organization, you will play a pivotal role in ensuring a top-tier customer experience from the moment homebuyers complete their purchase through to aftercare and beyond.

**Key Responsibilities Include:**

* Lead a dedicated customer care team, driving continuous improvement and ensuring high customer satisfaction
* Design and implement customer care strategies, policies, and SLAs to enhance customer satisfaction
* Handle escalated customer complaints and oversee their resolution in a timely and professional manner
* Track and report on key performance indicators (KPIs) related to customer satisfaction
* Collaborate with construction, sales, and other departments to ensure smooth customer handovers and aftercare

**The Ideal Candidate Will Have:**

* Proven experience in a senior customer care or customer service management role, ideally within the property or construction sector
* Strong leadership skills, with the ability to manage, motivate, and develop a team
* Excellent communication and problem-solving skills
* Experience managing challenging customer complaints and providing resolutions that maintain company reputation
* An ability to multitask, prioritize, and remain calm under pressure
* A deep understanding of the property development process, from construction to customer handover and aftercare

**What's on Offer:**

* The chance to work with one of the UK's leading property developers, known for quality and customer service
* Competitive salary with excellent benefits
* The opportunity to shape and lead customer care strategy in a growing company
* A supportive environment with opportunities for professional growth

**Next Steps:**

If you're an experienced customer care professional looking for a new challenge, we'd love to hear from you

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