Customer Care Manager

Blue Octopus Recruitment Limited; South Yorkshire; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading recruitment agency is seeking a dynamic Customer Care Manager for a full-time, permanent role in South Yorkshire. The successful candidate will lead the customer care team, develop and deliver innovative customer strategies, and ensure high satisfaction levels through effective communication and service delivery. A background in customer service management and strong interpersonal skills are essential. This role offers a competitive benefits package, including a performance-related bonus and 26 days of holiday.

Benefits

Bonus entitlement based on performance KPIs

26 days holiday

Life Assurance

Pension

Private medical insurance

Access to discount portal

Qualifications

• Proven track record of leading customer service strategies.
• An NVQ/ILM Certificate Level 3 in Customer Service or equivalent preferred.
• Ability to build effective relationships with diverse stakeholders.

Responsibilities

• Lead the customer care team on planned maintenance and retrofit projects.
• Develop and deliver customer strategy to ensure a first-class journey.
• Oversee communication with stakeholders to improve customer service.

Skills

Customer service strategy leadership

Strong communication skills

Stakeholder management

Negotiation skills

MS Office proficiency

Education

NVQ/ILM Certificate Level 3 in Customer Service

Job description

Overview

Full Time, Permanent. We are seeking a dynamic and results‑driven Customer Care Manager to develop and lead a resident liaison service across the North Regeneration region, based out of our Doncaster office and covering sites across the region from Nottingham to Yorkshire.

In this role, you will be working on‑site with our teams, visiting our customers ensuring we deliver a first‑class customer experience, driving high levels of satisfaction.

Responsibilities

• Lead the customer care team (RLO’s) on planned maintenance and retrofit projects.
• Develop and deliver our customer strategy ensuring a first‑class journey is achieved based on insightful analysis.
• Oversee all aspects of communication both internally and externally, liaising with stakeholders to improve customer service and enhance customer satisfaction.
• Develop, manage, and support resident liaison teams by taking responsibility for liaison functions within delivery teams.
• Ensure a sector‑leading service, managing resources and workload, and a functional and timely complaints and claims procedure.
• Reconcile site performance through customer satisfaction results.

Qualifications

• Proven track record of leading customer service strategies, driving initiatives and delivery.
• An NVQ/ILM Certificate Level 3 (or equivalent) in Customer Service or Social Value Management and an understanding of the social housing market would be preferable.
• Ability to build and maintain effective relationships with diverse stakeholders and to challenge the status quo as necessary.
• Strong communication, negotiation, and presentation skills, with good working knowledge of MS Office (Word, Excel, Outlook).
• Full UK driving licence.

Benefits

• Bonus entitlement based on performance KPIs.
• 26 days holiday.
• Life Assurance.
• Pension.
• Private medical insurance.
• Ability to purchase additional holiday.
• Access to discount portal.
• Cycle to Work scheme and the Lovell Way to EV.
• Digital GP.
• Employee assistance programme.
• Sharesave scheme.

About Lovell

Lovell is the UK’s leading provider of mixed‑tenure affordable homes and has a reputation for innovation and excellence in the delivery of high‑quality housing development and regeneration projects. We are committed to enhancing the communities in which we work, building quality homes for real people and looking after our own people.

Lovell is an equal opportunities employer who encourages and values diversity and inclusion within our teams. We understand that the success of our organisation comes from the strengths, skills and personalities of our people. We invest in talent development and support employees through the 'Investors in People Gold Award'.