Customer Care Manager

2 weeks ago

Edinburgh, United Kingdom Search Consultancy Full time

Our client is a leading House Builder with a reputation for excellence, delivering high quality, luxury homes across Scotland.
The customer care manager will be responsible for managing defects and snagging on new build homes ensuring an excellent customer experience through early intervention, clear communication and effective management of maintenance trades persons both directlyemployed and within the sub contractor supply chain.
This role requires an individual with high level knowledge of NHBC standards, well rounded knowledge of multi trade works and full knowledge of relevant Health and Safety practices within construction.
Perhaps you have extensive experience in this role or perhaps you are an assistant site manager or site manager who would like to move into a different type of role - this is a great opportunity for someone who take pride in managing quality.
Duties include:

- Respond to customer's issues in a timely manner and organise sub-contractors and materials as required.
- Visit customers as necessary to agree scopes of work, rectify and resolve defects, monitor and act on any deviation from the agreed works and timescales.
- Project manages works and investigates construction issues that occur.
- Identify and highlight recurring themes to ensure repetition is avoided.
- Ensure at all times that we work within our agreed budget and include new issues that arise with accurate costs / quotes before works begin.
- Ensure the quality of repairs, time lines are adhered to and that the customer is satisfied with the actions taken.
- Manage sub-contractors to ensure that work is completed within agreed timescales and highlight any issues and non-compliance.
- Build positive relationships with internal teams and external business partners, and source specialist contractors where required.
- Adhere to strict Health and Safety regulations
- Liaise with NHBC claims investigators as require and oversee resolution & section 3 claims and ensure valid works are carried out within timescales provided and the customer / homeowner is fully updated at all times.
- Identify opportunities to improve process / ways of working to avoid unnecessary recurrence of customer issues

The successful individual will benefit from a comprehensive package:

- Up £40K P/A
- Car Allowance
- Annual Bonus (up to 20%)
- Contributory pension
- Private health care
- Death in Service benefit

To discuss in detail get in touch

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