Customer Care Office Manager - Lead, Grow, Deliver

Confidential; Peterborough; On-site; GBP 35,000 - 60,000; Full time

Benefits offered by this job

Competitive salary

Car allowance

Commission

Life Cover & Contributory Pension

Healthcare

Bonus

Employee Benefits Platform access to:高

Job summary

Confidential in Peterborough is seeking a Customer Care Office Manager to lead the Customer Care team and drive exceptional service across the customer journey. You will manage communications, coach staff, monitor KPIs and ensure adherence to policies and quality standards.

Working closely with the Customer Care Operations Manager and site teams, you’ll resolve escalations, support remedial works, and contribute to continuous improvement while maintaining strong relationships with customers and

Qualifications

• Proven experience in customer service, including experience leading or managing a customer-facing team.
• Strong leadership, coaching and performance management skills.
• Excellent written and verbal communication skills.
• Strong customer focus, with experience of handling escalations and delivering outcomes.
• Good organisational, problem-solving and prioritisation skills.
• Proficient in Microsoft Office applications (Excel, Word, PowerPoint).

Responsibilities

• Lead, develop and motivate the Customer Care team, setting clear expectations and providing coaching to achieve KPIs.
• Oversee all customer communications, ensuring enquiries are managed professionally and efficiently.
• Proactively manage escalations and support the resolution of formal complaints.
• Champion customer service excellence and drive improvements in customer satisfaction and NHBC survey performance.
• Collaborate with stakeholders to ensure timely resolution of issues and delivery of remedial works.
• Attend site meetings with customers and contractors to support service delivery.

Skills

Customer service

Leadership

Communication

Performance management

Organisational skills

Tools

Microsoft Office

Job description

Confidential in Peterborough is seeking a Customer Care Office Manager to lead the Customer Care team and drive exceptional service across the customer journey. You will manage communications, coach staff, monitor KPIs and ensure adherence to policies and quality standards.

Working closely with the Customer Care Operations Manager and site teams, you’ll resolve escalations, support remedial works, and contribute to continuous improvement while maintaining strong relationships with customers and