Customer Care & Quality Manager

Essential Employment; Croydon; On-site; GBP 80,000 - 100,000; Full time

Job summary

An established industry player is seeking a Customer Care & Quality Manager to enhance the customer experience and ensure high-quality homes. This role involves managing the entire customer journey, from handover to the end of the defect liability period, and requires a strategic approach to quality assurance and complaint resolution. The successful candidate will collaborate with various teams to uphold standards and manage budgets, ensuring that customer needs are met efficiently. If you are passionate about delivering exceptional service and improving processes, this opportunity is perfect for you.

Qualifications

• Experience in customer care and quality management is essential.
• Strong communication skills and ability to manage complaints effectively.

Responsibilities

• Manage customer experience from handover to defect liability period.
• Create strategies for quality assurance and benchmark against competitors.
• Resolve escalated complaints and manage budgets for associated costs.

Skills

Customer Care Management

Quality Assurance

Complaint Resolution

Budget Management

Professional Communication

Job description

Customer Care & Quality Manager needed in Croydon Paying £25.48 per hr Ref E819 /1

Full time on a temporary basis

Key Responsibilities:

• We are seeking a dedicated and experienced Customer Care & Quality Manager to join our team. The successful candidate will be responsible for ensuring the highest quality of homes for our customers and managing the entire customer experience from handover to the end of the defect liability period.
• Strategy & Benchmarking: Create and manage the strategy for Benchmark Snagging to ensure high-quality homes for our customers. Benchmark against competitors to improve ways of working and customer experience.
• Quality Handover: Agree and maintain the requirements for quality handover, updating all associated documentation.
• Customer Requirements: Collaborate to document customer requirements when accepting (Lock & Leave) homes from Delivery.
• Customer Queries: Ensure customer queries are logged and responded to within agreed SLAs.
• Professional Communication: Maintain professional, courteous communication in line with standards.
• Defects Management: Provide an effective and efficient defects management service during the defect liability period.
• Account Setup: Ensure customer accounts are set up accurately and handed over to the Accounts team within agreed SLAs.
• End of Defect Period: Manage and conclude the End of Defect period effectively.
• Collaboration: Work closely with Delivery and Customer Home Experience teams to ensure high-quality finished homes are accepted for handover.
• Complaint Resolution: Manage and resolve escalated complaints, ensuring they are resolved in line with business policies and procedures.
• Budget Management: Manage budgets for associated costs, compensation, or goodwill gestures.
• Performance Reporting: Produce performance and standards reports to ensure visibility and feedback.
• Customer Communication: Ensure effective customer communication to deliver a best-in-class experience across the entire journey.
• Procurement & Financial Regulations: Meet procurement requirements and work within Group financial regulations.
• Feedback Channels: Ensure appropriate feedback channels are in place for process and quality improvements.

If you are interested in the role, please email your CV to [e-mail] quoting the reference number.

Essential Employment is acting as an Employment Business in relation to this vacancy. Essential Employment is an Equal Opportunities Employer.

All our roles may be subject to pre-employment checks including references so please be prepared.