Customer Care Operations Manager

Persimmon Homes; Northampton; On-site; GBP 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a Customer Care Operations Manager to lead a dedicated team in delivering exceptional customer satisfaction. This role offers the chance to manage customer care operations, ensuring compliance with company standards while resolving customer escalations and complaints. With a commitment to professional development and a supportive work environment, this position is perfect for those looking to make a significant impact in a rewarding career. Join a company that values your ambition and provides the tools for your success.

Benefits

Company Car or Car Allowance

Life Cover

Contributory Pension

Employee Benefits Platform

High-Street Discounts

Wellbeing Support

Qualifications

• Experience in customer service and managing a team is essential.
• Proficiency in Microsoft Office, especially Excel and Word.

Responsibilities

• Manage the Customer Care Maintenance Operatives to ensure excellent customer satisfaction.
• Oversee remedial strategies and manage works related to formal complaints.

Skills

Customer Service

Team Management

Communication Skills

Trade-Related Experience

Microsoft Office Proficiency

Job description

Job Title: Customer Care Operations Manager

Location: Northampton, NN4

Looking for a career where your ambition meets real opportunity? Join Persimmon Homes as a 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?

At Persimmon, we don't just build homes - we build careers. When you join us as a Customer Care Operations Manager, you'll benefit from:

• Competitive salary
• Company car or car allowance
• Being part of a 5-star housebuilder that consistently delivers quality homes and outstanding customer satisfaction
• Life cover & contributory pension
• Employee benefits platform offering high-street discounts, wellbeing support, and more
• Commitment to diversity, inclusion, and your development

What is the role?

The role involves managing the Customer Care Maintenance Operatives to deliver excellent customer satisfaction, adhering to company guidelines, group standards, and procedures for customer care.

Primary Responsibilities

1. Managing the department team effectively, setting clear standards, monitoring performance, and coaching team members to meet KPIs and maintain NHBC customer satisfaction and company standards.
2. Diagnosing complex defects, overseeing remedial strategies, and managing works related to formal complaints according to company standards.
3. Identifying and resolving customer escalations (pre-complaint) and supporting the resolution of formal complaints.
4. Attending site visits as required to meet with customers, site teams, and maintenance operatives.
5. Managing NHBC / Premier / LABC resolutions and claims, collaborating with the Customer Care department.
6. Working closely with contractors and other departments (Construction, Sales, Accounts) to ensure effective communication and achievement of KPIs.
7. Ensuring compliance with the Group's HS&E Policy within the team.

What experience do I need?

• Customer service experience (essential)
• Trade-related experience (essential)
• Experience managing a team
• Excellent communication skills, both written and verbal
• Proficiency in Microsoft Office, including Excel and Word
• CSCS Card (preferable)

Before submitting your application, please review our privacy policy on our corporate website to understand how your personal data will be processed. If you have questions about the job or application process, please contact us.