Customer Care Operations Manager in Leicester

Energy Jobline ZR; East Midlands; On-site; GBP 50,000 - 65,000; Full time

Benefits offered by this job

Competitive salary

Company car/allowance

Health Care

Life Cover & Pension

Bonus

Employee benefits platform

Job summary

Persimmon Homes in Leicester is seeking a Customer Care Operations Manager to lead the Customer Care Maintenance Operatives and deliver outstanding satisfaction in line with company guidelines and procedures.

The role involves managing a team, diagnosing defects, handling escalations and ensuring NHBC and other resolutions are completed to standard, with close collaboration across Construction, Sales and Accounts teams.

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, including Excel and Word.
• CSCS Card preferred.

Responsibilities

• Managing the department team effectively, setting clear standards and coaching to achieve KPIs and NHBC satisfaction.
• Diagnosing defects, advising remedial strategy and handling formal complaints.
• Identifying and resolving customer escalations and supporting complaint resolution.
• Attending site to meet customers and the site team.
• Managing NHBC/Premier/LABC resolutions and claims with the Customer Care dept.
• Collaborating with contractors and other departments to ensure KPI targets are met.
• Ensuring adherence to HS&E policies across the team.

Skills

Customer service

Trade experience

Team leadership

Communication skills

Microsoft Office

CSCS card

Tools

Excel

Word

Job description

Job DescriptionLocation: Leicester

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.

Benefits

• Competitive salary
• Company car/Car allowance
• 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 , , 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
• CSCS Card (Preferable)TPBN1_UKTJ