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Customer Service Operations Manager

2 months ago

UK, UK, United Kingdom Persimmon Homes Full time

From the commitment we pour into our homes, to the belief we bring to supporting amazing careers, a role at Persimmon is a springboard for Building Your New Possible. Discover new opportunities to grow, learn new skills and release your potential.


We’re Persimmon Homes, a FTSE 100 listed company and a leading UK house builder serving local communities across the UK and delivering around 10,000 homes a year. We have 29 operating businesses in England, Wales and Scotland, three house-building brands and three off-site manufacturing facilities.


We’re looking for people like you, and this could be your opportunity to start Building Your New Possible.


What is the role?

This is an exciting opportunity for a Customer Care Operations Manager to join the Customer Care Team.


The purpose of the role is to manage the Customer Care Maintenance Operatives, delivering excellent customer satisfaction in accordance with Company Guidelines, Group Standards and Procedures for Customer Care.


The role will include:

  • Managing the department team effectively, including setting clear standards in the workplace, monitoring performance and coaching and training of all team members to ensure employees achieve company KPIs and maintain NHBC Customer Satisfaction and company standards.
  • Diagnosing complex defects, being responsible for the remedial strategy and overseeing the works related to formal complaints in accordance with Company Standards
  • Being responsible for identifying and resolving customer escalations (pre-complaint), as well as supporting the resolution of all formal complaints in accordance with company procedure
  • Attending site as and when required to meet with customers, the site team and the Customer Care Maintenance Operatives.
  • Managing all NHBC / Premier / LABC resolutions and claims, working closely with the Customer Care department.
  • Working cohesively with contractors and Customer Care colleagues as well as other departments across the company (i.e., Construction, Sales, and Accounts) to ensure communication is optimal and the company achieves its KPIs
  • Complying with responsibilities as defined in the Group's HS&E Policy and ensure compliance throughout the team


What experience, qualifications and skills are we looking for?

  • Customer Service experience is essential
  • Trade related experience is essential
  • Experience of managing a team
  • Excellent communication skills, both written and verbal
  • Fully conversant with Microsoft Package, including Excel and Word
  • CSCS Card


What’s in it for you?

The Salary & Benefits package

  • Salary competitive (DOE)
  • Company car or car allowance
  • Contributory pension
  • Life cover
  • Healthcare
  • Bonus


Persimmon has a Hybrid Working Policy for core roles in the business allowing staff on completion of probation to apply for home working up to 2/3 days per week.


When you join us, the future is yours to explore. You can realise your full potential through industry-leading training and clearly signposted career paths. Persimmon is where hard graft and team spirit means real variety, satisfaction and rewards. A place where you can be at your best, and even go beyond what you thought you were capable of. If this sounds like the place for you, apply today and start Building Your New Possible.


Persimmon are Proud Sponsors of Team GB


No Agencies please – Persimmon will not accept speculative CVs as a means of introduction


Persimmon is an equal opportunities employer. We are committed to encouraging equality, diversity and inclusion among our workforce and eliminating unlawful discrimination.


Our aim is for our workforce to be truly representative of all sections of society and our customers, and for each employee to feel respected and able to give their best.