Head of Customer Care

4 months ago


Hinckley, United Kingdom Bloor Homes Full time
Ensuring the smooth running of the department and that purchasers are satisfied in line with the Home Inspection Guide.Monitoring and managing the performance of the team, ensuring training and development is provided as required.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 within Bloors 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.Producing weekly status reports for the Regional Managing Director.Dealing with all warranty claims & resolutions, including attending meetings for all extended warranty providers.Dealing with invoicing relative to the department and ensuring contra charge procedures are in place and administered.Dealing with customer complaints including social media notifications using the Escalation Policy.Visiting all customers that require one-to-one meetings to review and resolve any issues.Visiting one plot per month that has undergone its inspection and report to the Regional Managing Director.Attending housing association end of defect inspections and liaising with the Commercial Department to secure the release of retentions.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.Liaising with the company’s marketing and PR provider in relation to social media activity linked to the provision of Bloor Homes after care service.Ongoing continuous improvement of systems, policies and procedure within the Customer Care team, to drive change and maintain or improve the service offered.Responsible for managing satisfaction surveys within the Region and, ensuring the Senior Management Team, Sales and Construction are kept updated.Responsibility of defect closure within the CTM system, ensuring the team remain within current KPI parameters.Responsibility for setting up new maintenance contracts for all routine maintenance requirements.Visiting homeowners to review excessively large 5-7 Month Purchaser Reports.Processing Stage 2 Complaints in line with the Formal Complaints Procedure.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.Ensuring all Health and Safety aspects associated with Covid-19.

ESSENTIAL SKILLS / ATTRIBUTES 

Full driving LicenceExperience of dealing with customers in a customer care environment and managing a team.Experience in using CRM software with good technical knowledge in house building.Excellent negotiating skills and financial awareness.Knowledge of NHBC/LABC procedures.Caring and empathetic towards others.Patient at all times.Team leader and player.


COMPANY BENEFITS

Company CarBupa Healthcare coverCompany phone and workstation/LaptopScottish Widows Pension Scheme33 days holiday entitlement (including bank holidays)Group Staff Discount at Triumph Motorcycles ltd.Competitive discount on our homes (dependent upon the property and location)
  • Head of Customer Care

    4 months ago


    Hinckley, United Kingdom Bloor Homes - Customer Care Full time

    Head of Customer CareWhen registering to this job board you will be redirected to the online application form. Please ensure that this is completed in full in order that your application can be reviewed.Customer satisfaction underpins the success of our family-run business and our Head of Customer Care is fundamental in ensuring everything is absolutely...


  • Hinckley, United Kingdom Bloor Homes - Customer Care Full time

    Customer Care Co-ordinator When registering to this job board you will be redirected to the online application form. Please ensure that this is completed in full in order that your application can be reviewed. Customer satisfaction underpins the success of our family-run business. Our Customer Care Co-ordinator is the central point of contact in the...


  • Hinckley, Leicestershire, United Kingdom Bloor Homes - Customer Care Full time

    Customer Care Co-ordinator Job DescriptionWe are seeking a highly skilled and patient Customer Care Co-ordinator to join our team in Hinckley, East Midlands Region. As a central point of contact, you will be responsible for ensuring that our customers receive consistently outstanding service.Main Responsibilities:Deal with incoming calls, post, and emails...


  • Hinckley, Leicestershire, United Kingdom Bloor Homes - Customer Care Full time

    Customer Care Co-ordinator Job DescriptionWe are seeking a highly skilled and patient Customer Care Co-ordinator to join our team in Hinckley, East Midlands Region. As a central point of contact, you will be responsible for ensuring that our customers receive consistently outstanding service.Main Responsibilities:Deal with incoming calls, post, and emails...


  • Hinckley, Leicestershire, United Kingdom Bloor Homes - Customer Care Full time

    Customer Care Co-ordinatorWe are seeking a highly skilled and dedicated Customer Care Co-ordinator to join our team at Bloor Homes - Customer Care. As the central point of contact, you will be responsible for ensuring that all customer interactions meet our high standards of service.Key Responsibilities:Provide exceptional customer service and support to our...


  • Hinckley, Leicestershire, United Kingdom Bloor Homes - Customer Care Full time

    Customer Care Co-ordinatorWe are seeking a highly skilled and dedicated Customer Care Co-ordinator to join our team at Bloor Homes - Customer Care. As the central point of contact, you will be responsible for ensuring that all customer interactions meet our high standards of service.Key Responsibilities:Provide exceptional customer service and support to our...


  • Hinckley, Leicestershire, United Kingdom Bloor Homes - Customer Care Full time

    Customer Care Co-ordinatorWe are seeking a highly skilled and dedicated Customer Care Co-ordinator to join our team at Bloor Homes - Customer Care. As the central point of contact, you will be responsible for ensuring that all customer interactions meet our high standards of service.Key Responsibilities:Provide exceptional customer service and support to our...


  • Hinckley, Leicestershire, United Kingdom Bloor Homes - Customer Care Full time

    Customer Care Co-ordinatorWe are seeking a highly skilled and dedicated Customer Care Co-ordinator to join our team at Bloor Homes - Customer Care. As the central point of contact, you will be responsible for ensuring that all customer interactions meet our high standards of service.Key Responsibilities:Provide exceptional customer service and support to our...


  • Hinckley, Leicestershire, United Kingdom Adept Care Homes Head Office Full time

    Job Title: Relief Care Home ManagerAdept Care Homes Head Office is seeking a highly skilled and experienced Relief Care Home Manager to join our team. As a Relief Care Home Manager, you will be responsible for supporting our homes within the group where there is a manager absence due to a vacancy, leave or sickness.Job Responsibilities:Supporting the...

  • Head Housekeeper

    4 months ago


    Hinckley, United Kingdom Granville Gardens Care Home Full time

    **Do you take pride in creating a clean, organised, safe and well-presented environment? Do you have an outstanding ability to lead and inspire your team? Do you pay attention to detail and notice the little things?** **If so, we want to hear from you!!** Acacia Care is coming to Hinckley! Currently in the last stages of construction and due to open in...


  • Hinckley, Leicestershire, United Kingdom Bloor Homes Full time

    Job DescriptionJob Title: Head of Customer CareCompany: Bloor HomesKey ResponsibilitiesDepartment Management: Oversee the smooth operation of the Customer Care department, ensuring that all stakeholders, including purchasers, are satisfied with the service provided.Team Performance: Monitor and manage the performance of the team, providing training and...


  • Hinckley, Leicestershire, United Kingdom Bloor Homes Full time

    Job DescriptionJob Title: Head of Customer CareCompany: Bloor HomesKey ResponsibilitiesDepartment Management: Oversee the smooth operation of the Customer Care department, ensuring that all stakeholders, including purchasers, are satisfied with the service provided.Team Performance: Monitor and manage the performance of the team, providing training and...

  • Care Worker

    2 weeks ago


    Hinckley, Leicestershire, United Kingdom Komplex Care Full time

    About the Role:We are seeking a dedicated and compassionate Care Assistant to join our team in providing high-quality care and support to a male in his own home.Key Responsibilities:Providing personal care and support to meet the individual's needsAssisting with daily living tasks and promoting independenceWorking collaboratively with the client's Operations...


  • Hinckley, United Kingdom CV-Library Full time

    Customer Care Co-ordinator When registering to this job board you will be redirected to the online application form. Please ensure that this is completed in full in order that your application can be reviewed. Customer satisfaction underpins the success of our family-run business. Our Customer Care Co-ordinator is the central point of contact in the team...


  • Hinckley, Leicestershire, United Kingdom Bloor Homes Full time

    Job DescriptionAs a Customer Care Co-ordinator, you will be responsible for dealing with incoming calls, post and emails relating to Customer Care. This will involve validating complaints and resolving problems quickly and efficiently, seeking direction where required.You will also be responsible for co-ordinating Customer Care Technicians, suppliers and...


  • Hinckley, Leicestershire, United Kingdom Bloor Homes Full time

    Job Title: Customer Care Co-ordinatorWe are seeking a highly organized and customer-focused individual to join our Customer Care team as a Customer Care Co-ordinator.Key Responsibilities:Manage incoming calls, emails, and post related to customer care, ensuring timely and effective resolution of customer queries and complaints.Validate and resolve customer...


  • Hinckley, Leicestershire, United Kingdom Bloor Homes Full time

    Job Title: Customer Care Co-ordinatorWe are seeking a highly organized and customer-focused individual to join our Customer Care team as a Customer Care Co-ordinator.Key Responsibilities:Manage incoming calls, emails, and post related to customer care, ensuring timely and effective resolution of customer queries and complaints.Validate and resolve customer...


  • Hinckley, Leicestershire, United Kingdom Bloor Homes Full time

    Job Title: Customer Care Co-ordinatorWe are seeking a highly organized and customer-focused individual to join our Customer Care team as a Customer Care Co-ordinator. In this role, you will be responsible for providing exceptional customer service, resolving complaints, and coordinating with internal teams to ensure seamless delivery of our services.Key...


  • Hinckley, Leicestershire, United Kingdom Bloor Homes Full time

    Job Title: Customer Care Co-ordinatorWe are seeking a highly organized and customer-focused individual to join our Customer Care team as a Customer Care Co-ordinator. In this role, you will be responsible for providing exceptional customer service, resolving complaints, and coordinating with internal teams to ensure seamless delivery of our services.Key...


  • Hinckley, Leicestershire, United Kingdom Bloor Homes Full time

    Job Title: Customer Service CoordinatorJob Summary: We are seeking a highly skilled Customer Service Coordinator to join our team at Bloor Homes. As a Customer Service Coordinator, you will be responsible for providing exceptional customer service to our clients, ensuring that their needs are met and exceeded.Key Responsibilities:Dealing with customer...