Customer Care Manager - FTC

TSR Recruitment Limited; Ewloe; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading 5-star Housebuilder in the Northwest area is seeking a Customer Care Manager to oversee the Customer Care team, ensuring high standards of customer satisfaction. The ideal candidate will have significant experience in managing teams within the housebuilding industry. Responsibilities include managing customer-related issues and ensuring compliance with policies. This is a 12-month fixed-term role based in the UK.

Qualifications

• Previous experience managing Customer Care teams, essential knowledge of the housebuilding industry.
• Positive, can-do attitude required.
• Ability to stay calm under pressure.

Responsibilities

• Ensure home buyers receive the best care.
• Implement policies related to Customer Care.
• Manage all post-occupation customer-related issues.

Skills

Managing Customer Care teams

Ability to multitask

Influencing others

Resilience

Job description

Overview

TSR are seeking a Customer Care Manager to work for a leading 5-star Housebuilder in the Northwest Area. This is a 12 month FTC role and you must have previous experience of managing a team, within new build housing to be successful.

Responsibilities

• The Customer Care team ensures home buyers receive the very best care following their home buying experience.
• Implement the Group's policies and procedures in relation to Customer Care, and meet and maintain quality assurance standards.
• Contribute towards the Division meeting its Customer satisfaction targets, and manage all post-occupation customer-related issues through to resolution via the Customer Care team.
• Ensure the Customer Care department is compliant with all SHE policies and procedures, putting the safety of our teams as first priority.
• Organise Home Demonstrations with Sales and Construction teams prior to legal completion.
• Ensure satisfactory completion of demonstration and handover defects via courtesy calls.
• Manage the Customer Care team effectively to ensure the department fully implements the company standard.
• Liaise regularly with Construction, Technical, Commercial and Sales departments to minimise and efficiently handle Customer Care issues.
• Ensure the Customer Care team have clear guidelines to their responsibilities, and receive support in communication, coaching, training and development, and in managing administrative workload.
• Ensure all post-occupation remedial work is completed to required standards, within company target timescales and in line with NHBC warranty, guidelines and Technical Standards.
• Represent the company at NHBC Resolution & Claim Inspections and ensure NHBC remedial works are completed within specified timescales.
• Own all customer complaints for the Division and ensure they are acknowledged, investigated and resolved within target timescales.
• Provide support to other Divisional functional teams in line with our Customer First priority of putting the customer at the heart of everything we do.

Qualifications

• Previous experience managing Customer Care teams - knowledge of the housebuilding industry is essential.
• Positive, can-do attitude.
• Ability to juggle multiple priorities and multi-task whilst remaining calm under pressure.
• Resilience in the face of negativity.
• Ability to influence others.

How to Apply

Applications: If you feel that you have the relevant experience to be successful in this position and would like to find out more please apply online today attaching a copy of your current CV.

Due to the vast amount of applications that we receive, it is not possible for us to contact all applicants; therefore only suitable candidates will be contacted. If you do not hear anything back within 7 days of submitting your application, you have unfortunately not been selected.

TSR are an Equal Opportunities employer. All applications will be dealt with in the strictest confidence.