Customer Care Manager

Elvet Recruitment; Tees Valley; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading regional house builder seeks a Customer Care Manager at their Stockton site. This permanent position involves overseeing customer satisfaction post-completion, implementing strategies to enhance homeowner experiences, and resolving escalated concerns. Ideal candidates will have proven customer service experience, strong interpersonal skills, and knowledge of new home construction. This role offers an opportunity to contribute to a customer-focused business with a commitment to quality.

Benefits

Supportive working environment

Opportunity to make a real impact

Qualifications

• Proven experience in a customer service or customer care role, ideally within the new home construction sector.
• Strong communication and interpersonal skills with the ability to build lasting relationships.
• Proactive problem solver with excellent organizational and multitasking abilities.
• In-depth knowledge of house construction and experience in New Build.
• Commitment to high standards of service.

Responsibilities

• Oversee the customer care function and foster a culture of excellence.
• Implement strategies that enhance the homeowner experience.
• Act as the main point for escalated customer concerns.
• Coordinate with construction and sales to ensure communication.
• Track and analyze customer feedback for improvement.

Skills

Customer service experience

Strong communication skills

Problem-solving

Attention to detail

Knowledge of house construction

Familiarity with CRM systems

Organizational skills

Tools

HousebuilderPro CRM

Microsoft Office

Job description

Elvet Recruitment is working with a highly regarded regional house builder to hire a Customer Care Manager for their Stockton site. This company is recognized for its high-quality, energy-efficient homes and strong dedication to craftsmanship, specializing in the creation of luxury properties designed to meet the needs of today's buyers.

Operating since the 1970s, this family-owned business has been involved in iconic landmarks across the North East, including St James' Park, The Metrocentre, and other major developments. Setting the standard for contemporary housebuilding, they focus on delivering top-quality homes that create ideal environments for families and working professionals alike.

As the Customer Care Manager, you'll play a key role in ensuring exceptional customer satisfaction. You'll be responsible for overseeing the customer care process after legal completion, making sure homeowners feel valued and supported throughout their journey. This is an exciting opportunity for individuals passionate about customer service and quality to join a business built on a foundation of honesty, excellence, and hard work, as it continues to make its mark in a new chapter of growth.

If you're ready to lead the way in delivering outstanding customer care for a leading housebuilder, we'd love to hear from you!

What You'll Be Doing:

• Lead and oversee the customer care function of the business, fostering a culture of excellence and responsiveness.
• Implement customer care strategies that enhance the homeowner experience.
• Act as the main point of contact for escalated customer concerns, providing solutions efficiently and empathetically.
• Coordinate with construction, sales and subcontractors to ensure seamless communication and resolution of any issues.
• Track and analyse customer feedback to identify areas for improvement and develop action plans.
• Update the HousebuilderPro CRM system on progress to accurate report to the company progress and defect rectification completion and capture cost.
• Manage customer care policies, procedures, and service standards to maintain our reputation for quality and reliability.
• Attend warranty provider claim investigation meetings if and when required.

What We're Looking For:

• Proven experience in a customer service or customer care role, ideally within the new home construction sector.
• Strong communication and interpersonal skills with the ability to build lasting relationships.
• A proactive problem solver with excellent organizational and multitasking abilities.
• An in-depth knowledge of house construction and experience in New Build.
• Attention to detail and a commitment to upholding high standards of service.
• Familiarity with CRM systems, Microsoft Office and be computer literate with the ability to analyse data for continuous improvement.
• A passion for delivering exceptional customer experiences.
• An understanding of the New Homes Quality Code, the Consumer Code and New Homes Ombudsman Service.

Role Details:

• The opportunity to make a real impact within a growing, customer-focused company.
• A supportive and collaborative working environment.

This is a permanent position and Elvet Recruitment Limited will be acting as an employment agency for permanent recruitment on behalf of our client.

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Please call Heather Sweetman at Elvet Recruitment to discuss in more detail.