Customer Care Manager

Social network you want to login/join with:

Our client is currently looking for an experienced Customer Care Manager. They seek someone with a solid permanent work background, experience working for a developer, and commercial awareness. Knowledge of building processes, typically covering residential and high-spec projects, is essential. The role involves managing sub-contractors and external operatives to carry out remedial works and writing clear reports to customers.

This is an exciting opportunity to be the first piece of the customer care puzzle within our client's organization and to start a customer care division by implementing your own processes. Responsibilities include, but are not limited to:

1. Conducting inspections to identify defects
2. Allocating work to the appropriate source, either sub-contractor or maintenance companies
3. Dealing with customer complaints and ensuring timely resolution
4. Reporting to the Operations Director
5. Keeping customers updated on the progress and time scales of their complaints
6. Conducting home demonstrations for customers
7. Inspecting properties prior to customer move-in
8. Setting up new processes for the customer care department

Requirements

• Experience with residential projects or main contractors
• Face-to-face customer service experience
• Knowledge of NHBC standards
• Attention to detail with experience in snagging

Rewards and Benefits

• Up to £45,000 basic salary
• £5,000 travel allowance and discretionary bonus
• Opportunity to build a team and progress as the business grows
• Flexible working arrangements, including office, site, and home-based work