Customer Care Manager

Norwich City Services Limited; Norwich; On-site; GBP 30,000 - 45,000; Full time

Job summary

Norwich City Services Ltd is seeking a dedicated Customer Care Manager to enhance customer satisfaction and resolve complaints. The role involves developing service policies, analyzing customer feedback, and working with stakeholders to improve service delivery. Ideal candidates will possess excellent communication and organizational skills, alongside a passion for outstanding customer care.

Qualifications

• Experience in resolving complaints and ensuring customer satisfaction.
• Ability to track KPIs related to customer service.

Responsibilities

• Oversee customer service and support operations.
• Develop policies and procedures for customer service.
• Work closely with stakeholders to meet customer needs.

Skills

Communication

Organisational Skills

Listening

Job description

Full-time position, with part-time hours considered.

Workspace: On Site

About the Role

Norwich City Services Ltd is seeking a dedicated Customer Care Manager to oversee customer service and support operations within the Customer Experience team. Reporting to the Customer Experience Manager, this role is pivotal in ensuring customer satisfaction, resolving complaints, and improving service delivery.

The Customer Care Manager will be responsible for reviewing customer feedback, surveys, and data to identify trends and implement strategies that enhance service satisfaction. The role involves working closely with key stakeholders to meet customer needs, providing performance insights to senior management. It includes lone working, customer visits, and handling complex issues with professionalism and empathy.

You will develop and implement customer service policies and procedures to ensure consistency and quality, while encouraging feedback to drive continuous improvement. Staying informed about industry trends and emerging technologies will help identify opportunities for service enhancement.

The ideal candidate will have excellent communication skills, experience coordinating with technical teams, and the ability to handle difficult situations professionally. Strong administrative, listening, and organisational skills are essential, along with the ability to work independently, manage workloads, and meet deadlines under pressure.

If you are self-motivated, conscientious, and detail-oriented, with a passion for delivering outstanding customer care, we encourage you to apply for this rewarding role at Norwich City Services Ltd.

Requirements

• Experience in resolving complaints and ensuring customer satisfaction.
• Experience tracking KPIs related to customer service, including response times, resolution rates, and satisfaction scores.
• Ability to create and present reports.
• Good listening and organisational skills.

About the Company

Norwich City Services Ltd is responsible for key operational delivery and maintenance of Norwich city's streets, parks, and properties, utilizing the services of our environmental and building repairs teams. We employ over 300 people and aim for continuous growth, committed to excellent service delivery. We also serve private businesses and residents across the city.

Our mission is to deliver efficient environmental and building maintenance services, always prioritizing the customer, protecting the environment, and embracing our values to enhance the Norwich community. We strive to create an inclusive environment that balances purpose and culture, considering the impact of decisions on the community and employees. We are passionate about our services and committed to upholding values of accountability, respect, and equality.