Customer Care Operations Leader

Persimmon plc

Norwich

On-site

GBP 32,000 - 42,000

Full time

14 days+

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Benefits offered by this job

Health Care

Life Cover & Contributory Pension

Bonus

Employee Benefits Platform

Job summary

Persimmon Homes is seeking a Customer Care Office Manager in Norwich to lead the Customer Care department and deliver an outstanding customer experience. You will manage the team, set standards, and coach staff to ensure KPIs, NHBC satisfaction, and Persimmon Pledge adherence across the site.

A strong customer service background and solid communication are essential. The role requires collaboration with site teams and other departments to maintain smooth operations, drive quality customer

Qualifications

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

Responsibilities

Manage the Customer Care department and team to meet KPIs and NHBC Customer Satisfaction targets.
Ensure customer correspondence and defects are handled cost-effectively and professionally.
Identify and resolve escalations (pre-complaint) and assist with formal complaints.
Attend sites as required to meet with customers and site team.
Collaborate with Construction, Sales and Accounts to achieve KPIs and proper communication.
Comply with the Group HS&E Policy and ensure team adherence.

Skills

Customer service

Team management

Communication skills

Tools

Microsoft Office (Excel, Word)

Job description

A strong customer service background and solid communication are essential. The role requires collaboration with site teams and other departments to maintain smooth operations, drive quality customer

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