Customer Care Manager

Maitland Selwyn; Bath; Hybrid; GBP 65,000; Full time

Job description

We are supporting a leading regional developer based in North East Somerset in their recruitment for an experienced Customer Care Manager. We are looking for a Customer Care professional with a passion for service excellence.

The successful candidate will:

• Have a minimum of 5 years working in a similar role for a new homes developer delivering exceptional customer care.
• Be able to instill confidence in customers through outstanding service.
• Demonstrate dynamic leadership skill and be able to inspire your team to achieve results.
• Be confident in discussing technical specifications with contractors, explaining solutions to customers, or presenting key metrics to senior leadership.
• Be resilient under pressure and remain focused when challenges arise.
• Possess a strong understanding of health and safety, financial awareness, and expertise in cost management.
• Possess strong computer literacy and be efficient in managing workflows.

Key Responsibilities

• Lead a customer care team, providing top-tier support for homeowners in our newly built properties.
• Foster a culture of first-contact resolution, ensuring alignment with NHQB and NHBC guidelines.
• Address customer concerns with empathy, transforming challenges into opportunities to reinforce our dedication to quality.
• Oversee the customer care budget using COINS software, providing valuable insights into spending and contractor performance.
• Collaborate with colleagues to implement service improvements driven by customer feedback.
• Cultivate strong relationships with contractors and internal teams to deliver outstanding aftercare services.
• Utilize your expertise in building standards to make informed decisions regarding defects and maintenance.
• Ensure contractors address issues at their own expense while maintaining professionalism and high-quality standards.

In return, our client is offering a competitive salary of up to £65,000 (dependent on previous experience) together with:

• 26 days annual leave per year (plus bank holidays) rising to 29 days after 3 years.
• Your birthday off as an extra holiday.
• Up to 10% matched pension contribution.
• Hybrid working (3 days office, 2 days home).
• Flexible benefits which might include a Health Cash Plan.
• Access to an Employee Assistance Programme for your own wellbeing.

If this role is of interest please contact Claire Cross 07860 303501 or Julie Ellis 07597 584774 in the strictest confidence.

At Maitland Selwyn, we embrace diversity and are proud to be an equal opportunities employer. We welcome applications from individuals of all backgrounds, ensuring a fair and inclusive recruitment process for everyone.