Customer Care Operations Manager

Persimmon plc; Leicester; On-site; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Health Care

Life Cover & Contributory Pension

Bonus

Employee Benefits Platform

Job summary

Persimmon Homes in the United Kingdom is seeking a Customer Care Operations Manager to lead the Customer Care Maintenance Operatives and deliver exceptional customer satisfaction in line with company guidelines.

You will manage a team, diagnose defects, handle escalations and formal complaints, attend sites as required, and collaborate with Construction, Sales and Accounts to meet KPI targets and uphold HS&E standards. This role focuses on quality, efficiency, and service excellence.

Qualifications

• Customer service experience is essential.
• Trade related experience is essential.
• Experience of managing a team.
• Excellent communication skills, both written and verbal.
• Fully conversant with Microsoft Office applications (Excel and Word).

Responsibilities

• Managing the department team effectively, including setting clear standards in the workplace, monitoring performance and coaching and training of all team members to ensure employees achieve company KPIs and maintain NHBC Customer Satisfaction and company standards.
• Diagnosing complex defects, being responsible for the remedial strategy and overseeing the works related to formal complaints in accordance with Company Standards
• Being responsible for identifying and resolving customer escalations (pre-complaint), as well as supporting the resolution of all formal complaints in accordance with company procedure
• Attending site as and when required to meet with customers, the site team and the Customer Care Maintenance Operatives.
• Managing all NHBC / Premier / LABC resolutions and claims, working closely with the Customer Care department.
• Working cohesively with contractors and Customer Care colleagues as well as other departments across the company (i.e., Construction, Sales, and Accounts) to ensure communication is optimal and the company achieves its KPIs
• Complying with responsibilities as defined in the Group's HS&E Policy and ensure compliance throughout the team

Skills

Customer service experience

Trade related experience

Team management

Communication skills

Written and verbal communication

Tools

Microsoft Excel

Microsoft Word

Job description

Looking for a career where your ambition meets real opportunity? Join Persimmon Homes as Customer Care Operations 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 Senior Engineer, you’ll benefit from:

• 5* housebuilder - Be part of a company that consistently delivers quality homes and outstanding customer satisfaction
• Health Care
• Life Cover & Contributory Pension
• 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?

The purpose of the role is to manage the Customer Care Maintenance Operatives, delivering excellent customer satisfaction in accordance with Company Guidelines, Group Standards and Procedures for Customer Care.

Primary Responsibilities

• Managing the department team effectively, including setting clear standards in the workplace, monitoring performance and coaching and training of all team members to ensure employees achieve company KPIs and maintain NHBC Customer Satisfaction and company standards.
• Diagnosing complex defects, being responsible for the remedial strategy and overseeing the works related to formal complaints in accordance with Company Standards
• Being responsible for identifying and resolving customer escalations (pre-complaint), as well as supporting the resolution of all formal complaints in accordance with company procedure
• Attending site as and when required to meet with customers, the site team and the Customer Care Maintenance Operatives.
• Managing all NHBC / Premier / LABC resolutions and claims, working closely with the Customer Care department.
• Working cohesively with contractors and Customer Care colleagues as well as other departments across the company (i.e., Construction, Sales, and Accounts) to ensure communication is optimal and the company achieves its KPIs
• Complying with responsibilities as defined in the Group's HS&E Policy and ensure compliance throughout the team

What experience do I need?

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