Customer Care Manager

5 days ago

Swindon, United Kingdom Office Angels Full time

JOB TITLE: Customer Care Manager
LOCATION: Swindon
SALARY: £35,000 to £40,000
OPPORTUNITY: Permanent Role
HOURS: Monday to Friday | 9:00am - 5:00pm
BENEFITS: Career progression, opportunity to join a vibrant team
The day-to-day duties in your new job would be:

- Assisting with the smooth running of the department and ensuring that purchasers receive customer care satisfaction in line with the Home Inspection Guide.
- Assisting with monitoring and managing the performance of the Customer Care team, including allocation of sites to Co-ordinators.
- Highlighting and reporting on repeated issues/common defects, poor-performing trades and Bloor site staff to allow for positive intervention for senior management.
- Liaising with other departments as necessary.
- Ensuring Sitestream records are maintained and kept up to date.
- Undertaking routine reviews of work being carried out by Customer Care Technicians and sub-contract trades.
- Validating complaints and resolving problems quickly & efficiently seeking direction where required.
- Issuing and following-up on contractor's reports and outstanding issues.
- Carrying out preparations for clearance of Customer Care invoices, including contra charge letters
- Deputising in the absence of the Head of Customer Care, as required, including but not limited to management of the team and liaising with the company's marketing and PR provider in relation to social media activity linked to the provision of Bloor Homesafter care service.
- Assisting with the management of the team, suppliers and sub-contract trades to resolve issues and make appointments for attendance through the co-ordination of diaries.
- Checking and ensuring work has been carried out to the purchaser's satisfaction.
- Dealing with customer complaints including social media notifications using the Escalation Policy.
- Setting challenging KPI's when contracting new maintenance companies, ensuring the Bloor standards are maintained.
- Understanding and interpreting all relevant legal correspondence and work with Bloor Homes' legal advisors on the next steps.
- Assisting with End of Defects Inspections.
- Attending meetings that may be necessary in the performance of your duties.
- Complying with and upholding company policies and procedures.
- Undertaking any additional tasks as may reasonably be required from time to time.
- Have previous experience in management.
- Can remain professional whilst handling complaints.
- Have familiarity with clauses in contracts.

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.

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