Customer Care Manager

Nighthawk Services; Uxbridge; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading residential developer is looking for a proactive Customer Care Manager in Uxbridge. This role involves managing customer defects, ensuring customer satisfaction, and overseeing project completions. Offering competitive pay and numerous benefits, it's a chance to be part of a dynamic team committed to excellence.

Benefits

Competitive compensation package

Car allowance

Discretionary bonus

Group Pension Scheme

Life Insurance

25 Days holiday

Bupa Dental Cover

Virtual GP Service

Gym Membership discounts

Tech Scheme

Qualifications

• Proven experience in a Customer Care position for a Developer or Main Contractor.
• Strong knowledge of warranty provider Defects and Standards.
• Ability to manage expectations while under pressure.

Responsibilities

• Manage customer defects and handle escalations.
• Oversee defect completions within company KPIs.
• Attend meetings as the voice of the customer.

Skills

Customer service experience

Conflict resolution

Empathy

Time management

People skills

Tools

CRM systems

Job description

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About Us:

London Square is a leading residential and mixed-use developer and Aldar-owned company, delivering communities in well-connected locations across Greater London. Since it was established in 2010, the award-winning company has delivered nearly 5000 homes, through a mix of prime, mid-market and homes of all tenures, including affordable homes through its independent provider Square Roots. Aldar and London Square are committed to creating world-class developments, anchored in high quality design, sustainability, and customer service excellence.

About the Role & Team

London Square is an award-winning Developer who provides exceptional Customer Service, ensuring clear and concise communication with our customers from the point of legal completion, throughout the 24-month Defects Liability Period and beyond. We are seeking an experienced and proactive Customer Care Manager for our Southern Region. Our Operatives are an integral part of delivering an exceptional experience for our customers. We require someone to help us deliver on our commitments along with maintaining a strong and lasting relationships with our customers.

The role will be project based and require travel to sites. A vehicle will be provided as part of the role.

Key Responsibilities:

• To manage customer defects across appointed developments taking a lead on escalations and delivering clear & concise management of customer expectations.
• Overseeing defect completions within company KPI's
• Being a champion of the Home Demonstration and Key Acceptance process.
• Working collaboratively with project teams to deliver "Outstanding" In-House results.
• Attend Customer Care, Build/Sales and project meetings as and when required being the voice of the customer.
• Support Customer Care Operatives and Co-ordinators in their roles.

Key Skills & Experience:

• Proven experience in a Customer Care position for a Developer or Main Contractor.
• Strong knowledge of warranty provider Defects and Standards
• Previous experience with CRM systems such as Clixifix
• Excellent "People" skills, having the ability to show empathy and remain calm in times of conflict.
• Be able to management customers expectations while under pressure.
• Be able to prioritise defects against KPI's

What's in it for you?

Ensuring you have a work-life balance and stay healthy and happy is important to London Square. We offer the following core benefits.

• Competitive compensation package, car allowance and discretionary bonus.
• Group Pension Scheme and Life Insurance.
• 25 Days holiday plus bank holidays including a holiday trading scheme and long service days

In addition to these core benefits, we offer other benefits which may result in tax or money savings. Some of these include:

• Bupa Dental Cover

• Bupa Employee Assistance

• Virtual GP Service

• Salary sacrifice scheme for electric vehicles

• Cycle to Work

• Gym Membership corporate discounts

• Health Cash Plan

• Perkpal (shopping discounts)

• Tech Scheme

• Payroll Giving

Our Commitment

London Square is a fresh, exciting and rewarding place to work and our success is based on the quality of our people. It is an exciting time to join London Square. If you think you have what it takes to be a part of our dynamic team, click on the link to apply.

London Square are proud to be an equal opportunities employer. If you require support as part of your application or require more information please [e-mail].

At London Square, we believe that a diverse and inclusive workforce leads to better innovation, productivity, and overall success., We are committed to creating a welcoming and inclusive environment for all employees, regardless of their background or identity, to develop and promote a diverse culture that reflects the communities we serve.

You must be eligible to work in the UK to apply for this vacancy. London Square are not able to offer Visa sponsorship.

As part of our commitment to personal data privacy, we want to share how we will use your application data. This data will be held in our system to process your application to this role, and to consider you for any future opportunities which match your experience. For further information, please review our privacy policy Privacy Policy & Cookies | London Square.