Customer Care Office Manager

Encon Staffing Associates Ltd; Peterborough; On-site; GBP 42,000 - 52,000; Full time

Benefits offered by this job

Car Allowance

Commission

Life Cover & Pension

Healthcare

Bonus

Employee Benefits Platform

Diversity & Inclusion

Job summary

Encon Staffing Associates Ltd in Peterborough is seeking a Customer Care Office Manager to lead the Customer Care team, uphold high service standards and resolve customer issues.

Working closely with the Customer Care Operations Manager and key stakeholders, you'll help drive operational excellence and continuous improvement across the customer journey, ensuring contractual commitments and regulatory requirements are met.

Qualifications

• Proven experience leading or managing a customer-facing team.
• Strong leadership, coaching and performance management skills.
• Excellent written and verbal communication abilities.

Responsibilities

• Lead the Customer Care team, set expectations, conduct reviews and provide coaching to achieve KPIs.
• Oversee all customer communications, ensuring enquiries are handled professionally and efficiently.
• Proactively manage escalations and support formal complaints to achieve positive outcomes.
• Drive customer service improvements and NHBC survey performance.
• Collaborate with internal/external stakeholders to ensure timely issue resolution.
• Attend site meetings with customers, operations teams and contractors as required.
• Monitor governance and compliance with quality and safety standards.
• Manage systems, performance data and cost controls to support business objectives.

Skills

Leadership

Coaching

Customer service

Communication

Problem solving

Organization

Tools

Microsoft Office

Job description

Job Title: Customer Care Office Manager

Location: Peterborough

Why Join them?

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.

• Competitive salary
• Car Allowance
• Commission
• 5* housebuilder - Be part of a company that consistently delivers quality homes and outstanding customer satisfaction
• Life Cover & Contributory Pension
• Healthcare
• Bonus
• Employee Benefits Platform - giving you access to high-street discounts, wellbeing support, and more
• Committed to diversity, inclusion, and empowering your development

What is the role?

As a Customer Care Office Manager, you'll lead the Customer Care team to deliver an exceptional customer experience, ensuring high service standards, strong performance, and effective resolution of customer issues.

Working closely with the Customer Care Operations Manager and key stakeholders, you'll help drive operational excellence and continuous improvement across the customer journey.

What will you do as a Customer Care Office Manager?

• Lead, develop and motivate the Customer Care team, setting clear expectations, conducting performance reviews, and providing coaching and training to achieve departmental KPIs and service standards.
• Oversee all customer communications, ensuring enquiries and concerns are managed professionally and efficiently, in line with Customer Care policies, procedures and service level expectations.
• Proactively manage customer escalations and support the effective resolution of formal complaints, ensuring positive customer outcomes wherever possible.
• Champion customer service excellence, driving improvements in customer satisfaction and NHBC survey performance and other industry customer experience standards.
• Work collaboratively with internal and external stakeholders to ensure effective communication, timely resolution of customer issues and successful delivery of remedial works.
• Attend site meetings with customers, operational teams and contractors as required to support service delivery and issue resolution.
• Monitor departmental performance, compliance and governance, ensuring adherence to internal processes, the New Homes Quality Code, Health & Safety requirements and other regulatory obligations.
• Manage departmental systems, performance data and cost controls, including contra-charge processes, using insights to identify trends, drive improvements and support business objectives.

What experience do I need?

• Proven experience in customer service, including experience leading or managing a customer-facing team.
• Strong leadership, coaching and performance management skills, with the ability to motivate and develop others.
• Excellent written and verbal communication skills, with the ability to build positive relationships and manage challenging situations effectively.
• Strong customer focus, with experience of handling escalations, resolving issues and delivering excellent customer outcomes.
• Good organisational, problem-solving and prioritisation skills, with the ability to perform effectively in a fast-paced environment.
• Proficient in Microsoft Office applications, including Excel, Word and PowerPoint, with the ability to learn and utilise new systems quickly