Customer Experience Manager

6 days ago

Croydon, Greater London, United Kingdom Daniel Owen Ltd Full time

At Daniel Owen Ltd, we are seeking a highly skilled Customer Experience Manager to join our team. As a key member of our team, you will play a vital role in ensuring the highest level of customer satisfaction and quality in our home-building process.

Based in Croydon, this role offers a unique blend of office and home working, with Tuesdays, Wednesdays, and Thursdays spent in the office and Mondays and Fridays worked from home. As Customer Experience Manager, you will be responsible for leading a team of Customer Care & Quality Executives, ensuring that our customers receive exceptional service and that our homes meet the highest standards of quality.

A key aspect of this role is working closely with our Delivery Team to manage contractors and ensure that works are completed within agreed timescales. You will also be responsible for motivating and developing your team members to achieve outstanding performance, as well as setting and documenting handover standards and working with our Delivery Team to ensure these are met.

Another critical responsibility of this role is representing our customers to ensure that our Benchmark Snagging process delivers a high-quality home for our customers. You will also be responsible for ensuring that customer queries are logged and responded to within agreed SLAs.

This role is an excellent opportunity for a highly skilled and experienced professional to take on a leadership role and make a real impact on our business. If you have a passion for delivering exceptional customer experiences and a proven track record of leading high-performing teams, we would love to hear from you.

Key responsibilities of this role include:

  • Leading a team of Customer Care & Quality Executives to ensure KPIs, objectives, and targets are met
  • Working closely with our Delivery Team to manage contractors and ensure that works are completed within agreed timescales
  • Motivating and developing team members to achieve outstanding performance
  • Setting and documenting handover standards and working with our Delivery Team to ensure these are met
  • Representing our customers to ensure that our Benchmark Snagging process delivers a high-quality home for our customers
  • Ensuring that customer queries are logged and responded to within agreed SLAs

This role offers a competitive salary of £25.48 per hour, making it an excellent opportunity for a highly skilled professional to take on a leadership role and make a real impact on our business. If you have a passion for delivering exceptional customer experiences and a proven track record of leading high-performing teams, we would love to hear from you.

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