Customer Care Operations Manager

What you'll be doing?

The Customer Care team ensures home buyers receive the best care following their home buying experience.

Being in a customer-facing role with us is unique. Our customers expect the highest standard in their homes, and you'll ensure this by providing answers and practical help. Ideally, you should have construction or building experience, but more importantly, a passion for quality and professionalism.

Reporting to the Head of Customer Care or Customer Care Manager, your responsibilities include:

• Managing all post 20-week inspections of remedial works and attending NHBC Claim & Resolution investigations.
• Overseeing the day-to-day management of Customer Care Operatives and supervising larger remedial work projects.

You will be expected to:

• Ensure all Customer Care Operatives and contractors comply with SHE policies and procedures, prioritizing safety and mandatory SHE training.
• Inspect reported defects, advise customers on works, and communicate reasons for non-warranty items. Report detailed work requirements back to the office for efficient completion.
• Manage Customer Care Operatives to adhere to the Customer Care Charter and policies, ensuring issues are resolved professionally and promptly.
• Build relationships with Construction, Technical, and Sales departments for quick and professional customer issue resolution.
• Utilize and manage administration and IT systems effectively, including Operative App, Root Cause, and Inspection App.
• Monitor subcontractor and supplier performance against SLAs, escalating persistent issues to senior management.
• Ensure remedial works comply with NHBC Standards and guidelines.
• Conduct regular and random inspections of operative and subcontractor work.
• Provide clear job responsibilities, support, training, and development for Customer Care Operatives, including conducting PDRs.
• Participate in weekly meetings with Customer Care Operatives, documenting discussions for colleagues and senior management.
• Communicate key Customer Care issues to senior management weekly.
• Monitor costs for works, especially larger projects.
• Provide feedback on workmanship, design, and specifications to improve future products.
• Attend NHBC Resolutions, ensuring prompt resolution and feedback implementation.
• Conduct New Home Tours and handovers, particularly on closed sites.
• Promote and adhere to all Group values, policies, and procedures.