Customer Service Team Leader

TSR Recruitment Limited; Rowley Regis; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading 5-star housebuilder in Birmingham is looking for an experienced Customer Service Team Leader. This role involves managing a Customer Care team, ensuring high levels of customer satisfaction, and handling post-occupation issues. The ideal candidate will possess strong leadership and multi-tasking abilities, while demonstrating a commitment to quality service.

Qualifications

• Previous experience managing Customer Care teams.
• Positive, can-do attitude is essential.
• Ability to juggle multiple priorities and perform under pressure.

Responsibilities

• Manage the Customer Care team to ensure compliance with policies and standards.
• Liaise with various departments to handle customer care issues effectively.
• Own customer complaints, ensuring they are acknowledged and resolved.

Skills

Leadership

Customer Care Management

Multi-tasking

Resilience

Interpersonal skills

Job description

TSR are recruiting for our client, a leading, 5-star housebuilder based in the Birmingham area. They are looking for an experienced Customer Service Team Leader to join them on a permanent basis.

The Customer Care team make sure home buyers receive the very best care following their home buying experience.

Reporting to the Head of Customer Care, to efficiently and effectively improve and be responsible for the delivery of Customer Care within the Division.

To implement the Group's policies and procedures in relation to Customer Care, and to meet and maintain quality assurance standards in accordance with NHQB. To contribute towards the Division meeting its Customer satisfaction targets, and to manage all post-occupation customer-related issues through to resolution via the Customer Care team.

You will be expected to:

Ensure the Customer Care department is compliant with all SHE policies and procedures, putting the safety of our teams as first priority

Organise Home Demonstrations with Sales and Construction team prior to legal completion

To ensure satisfactory completion of demonstration and handover defects via courtesy calls

Manage the Customer Care team effectively, to ensure that the department fully implements the company standard

Liaise regularly with the Construction, Technical, Commercial and Sales departments to ensure Customer Care issues are minimised and handled efficiently

Ensure that all administration and IT systems are fully utilised and managed effectively to achieve the Company objectives, in particular to ensure the full and correct use of the iCARE system and the Customer Journey Compliance Tracker

Ensure the Customer Care team are well-directed with clear guidelines to their own job responsibilities, and provided with full support in achieving these, in terms of communication, coaching, training and development, and the organisation of the administrative workload

Ensure that all post-occupation remedial work is completed to the required standards, within company target timescales and in line with the requirements of the NHBC warranty, guidelines and Technical Standards

Ensure the company is represented at all NHBC Resolution & Claim Inspections. Ensure that all NHBC remedial works are completed within the specified timescales

Own all customer complaints for the Division and ensure they are acknowledged, investigated and resolved within target timescales

Provide support to other Divisional functional teams in line with our Customer First priority of 'putting the customer at the heart of everything we do'

To be successful in the role, we are looking for:

Previous experience managing Customer Care teams - knowledge of the housebuilding industry is desirable but not essential

Positive, can-do attitude

Ability to juggle multiple priorities and multi-task whilst remaining calm under pressure

Resilience in the face of negativity

Ability to influence others

An amazing opportunity to work with a leading house builder who are passionate about the quality of their homes and the service they deliver to their customers.

Applications

If you feel that you have the relevant experience to be successful in this position and would like to find out more, please apply online today attaching a copy of your current CV.

Due to the vast amount of applications that we receive, it is not possible for us to contact all applicants; therefore, only suitable candidates will be contacted. If you do not hear anything back within 7 days of submitting your application, you have unfortunately not been selected.

TSR are an Equal Opportunities employer. All applications will be dealt with in the strictest confidence.