Customer Care & Quality Manager

Service Care Solutions Ltd; Croydon; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Customer Care & Quality Manager to ensure exceptional customer experiences during property handovers and defect management. This role involves leading a dedicated team, managing customer complaints, and collaborating closely with contractors to uphold service standards. The ideal candidate will possess strong leadership skills, a background in the property sector, and a data-driven approach to service improvement. Join this dynamic team and make a significant impact on customer satisfaction and service quality.

Qualifications

• Strong leadership and team management experience in a customer service role.
• Experience in the property sector, particularly new-build homes.

Responsibilities

• Manage the Customer Care & Quality team to deliver high service levels.
• Oversee defect logging and resolution, ensuring timely responses.

Skills

Leadership

Customer Service Management

Communication Skills

Problem-Solving

Organisational Skills

Tools

CRM Systems

Job description

Job title: Customer Care & Quality Manager

Location: Croydon CR0 (3 days in the Office - Home working on Mon/Fr)

Start Date: ASAP

Contract Type: Temporary ongoing

Weekly Hours: 35 hours per week

Job Purpose

The Customer Care & Quality Manager is responsible for ensuring a high-quality customer experience from property handover through the defect liability period. The role involves leading a team to manage defect reporting, ensuring high service standards, and working closely with contractors to resolve issues efficiently.

Key Responsibilities:

1. Manage and support the Customer Care & Quality team to deliver high levels of service and meet KPIs.
2. Oversee the logging and resolution of defects, ensuring they are addressed within agreed service levels.
3. Maintain high property handover standards and ensure effective snagging processes.
4. Act as the main point of contact for escalated customer complaints, ensuring timely and appropriate resolutions.
5. Work closely with contractors, developers, and internal teams to ensure smooth defect management and quality control.
6. Provide performance reports and recommendations for service improvements.
7. Manage budgets related to customer care, including compensation and goodwill gestures where appropriate.

Ideal Candidate:

1. Strong leadership and team management experience in a customer service role.
2. Experience in the property sector, particularly new-build homes, defect management, and handover processes.
3. Excellent communication and problem-solving skills.
4. Ability to manage complaints effectively and coordinate with external contractors.
5. Experience using data insights to improve service delivery.
6. Strong organisational skills with attention to detail.
7. Familiarity with CRM systems and a data-driven approach to service improvements.

If you are interested in this position and meet the above criteria, please send your CV now for consideration.

If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to [e-mail]