Customer Care Office Manager

Persimmon Homes; Leicester; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading UK housebuilder is seeking a Customer Care Office Manager in Leicester. In this role, you will oversee the Customer Care department, ensuring excellent service and resolving customer issues effectively. Strong customer service and team management experience are essential. The position offers competitive salary, bonuses, and hybrid working options.

Benefits

Competitive salary

Bonus

Car Allowance or Company Car

Healthcare

Life Cover & Contributory Pension

Employee Benefits Platform

Qualifications

• Essential customer service experience is required.
• Experience in managing a team is necessary.
• Excellent written and verbal communication skills are essential.

Responsibilities

• Manage the department team effectively and set clear workplace standards.
• Ensure customer correspondence and defects are managed professionally and timely.
• Identify and resolve customer escalations, supporting the resolution of complaints.
• Attend site as required to meet with customers and site teams.
• Work with other departments to ensure optimal communication.

Skills

Customer Service experience

Team management

Excellent communication skills

Proficiency in Microsoft Excel

Proficiency in Microsoft Word

Job description

Overview

Job Title: Customer Care Office Manager
Location: (Initial Assignment)

Looking for a career where your ambition meets real opportunity? Join Persimmon Homes as a Customer Care Office Manager and step into a role where your success is celebrated, your growth supported, and your work truly matters.

Why Persimmon Homes?
We're one of the UK's largest and most established housebuilders — FTSE 100 listed, with 29 regional offices and thousands of quality homes built every year. At Persimmon, We Don't Just Build Homes — We Build Careers. When You Join Us As a Customer Care Office Manager, You'll Benefit From

• Competitive salary
• Bonus
• Car Allowance or Company Car
• Hybrid Working
• 5* housebuilder - Be part of a company that consistently delivers quality homes and outstanding customer satisfaction
• Healthcare
• Life Cover & Contributory Pension
• Employee Benefits Platform – giving you access to high-street discounts, wellbeing support, and more

What is the role?
The purpose of the role is to work with customers to provide quality service and an excellent customer experience while managing the Customer Care department to achieve the promises identified in the Persimmon Homes pledge.

What you'll Do As a Customer Care Office Manager

• Manage the department team effectively, including setting clear standards in the workplace, conducting professional development reviews and coaching and training of all team members to ensure employees achieve company KPIs and maintain NHBC Customer Satisfaction and company standards.
• Ensure correspondence to customers and customer defects are dealt with in a cost-effective, professional and timely manner, to ensure the Persimmon Pledge and Customer Care Policies and Procedures are adhered to
• Responsible for identifying and resolving customer escalations (pre-complaint), as well as supporting the resolution of all formal complaints in accordance with company procedure
• Attend site as and when required to meet with customers, the site team and the Customer Care Maintenance Operatives/Operations Manager.
• Work cohesively with other departments across the company (i.e., Construction, Sales, and Accounts) to ensure communication is optimal and the company achieves its KPIs
• Comply with responsibilities as defined in the Group's HS&E Policy and ensure compliance throughout team

What experience do I need?

• Customer Service experience is essential
• Experience of managing a team
• Excellent communication skills, both written and verbal
• Fully conversant with Microsoft Package, including Excel and Word