Customer Care Manager - FTC in Ewloe

TSR Recruitment Limited; Ewloe; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading housebuilder in the Northwest Area is seeking a Customer Care Manager to lead the Customer Care team. The successful candidate will ensure high standards of customer service and manage all post-occupation customer-related issues. Candidates should have experience managing customer care teams and knowledge of the housebuilding industry. This is a 12-month FTC role located in Wales.

Qualifications

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

Responsibilities

• Ensure the Customer Care department is compliant with all SHE policies and procedures.
• Manage the Customer Care team effectively, ensuring the department implements company standards.
• Own all customer complaints and ensure they are acknowledged, investigated, and resolved.

Skills

Managing Customer Care teams

Knowledge of the housebuilding industry

Positive, can-do attitude

Ability to juggle multiple priorities

Resilience under pressure

Ability to influence others

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.

The Customer Care team make sure home buyers receive the very best care following their home buying experience.

Customers expect their homes to be of the highest standard, and you will make sure they are, by being on hand with answers and practical help.

More importantly than that though, is your passion for quality and professionalism. Reporting to the Head of Customer Care, to efficiently and effectively improve and be responsible for the delivery of Customer Care within the Division.

To implement the Group's policies and procedures in relation to Customer Care, and to meet and maintain quality assurance standards. To contribute towards the Division meeting its Customer satisfaction targets, and to manage all post-occupation customer-related issues through to resolution via the Customer Care team.

Responsibilities

• 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 team prior to legal completion
• To ensure satisfactory completion of demonstration and handover defects via courtesy calls
• Manage the Customer Care team effectively, to ensure that the department fully implements the company standard
• Liaise regularly with the Construction, Technical, Commercial and Sales departments to ensure Customer Care issues are minimised and handled efficiently
• Ensure the Customer Care team are well-directed with clear guidelines to their own job responsibilities, and provided with full support in achieving these, in terms of communication, coaching, training and development, and the organisation of the administrative workload
• Ensure that all post-occupation remedial work is completed to the required standards, within company target timescales and in line with the requirements of the NHBC warranty, guidelines and Technical Standards
• Ensure the company is represented at all NHBC Resolution & Claim Inspections. Ensure that all NHBC remedial works are completed within the 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

Applications

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.

Equality

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