Head of Customer Care

Bellway Homes Ltd; Chilton Moor; On-site; GBP 40,000 - 60,000; Full time

Job summary

A national housebuilder is seeking a Customer Care Manager to enhance customer satisfaction and manage a dedicated team. Must have experience in customer care within the housing sector and strong leadership capabilities. The role requires effective communication, planning, and organization skills, along with adaptability to travel to various sites. Competitive salary and benefits offered.

Benefits

Competitive salary

Car allowance

Annual bonus

Pension scheme

25 days holiday plus bank holidays

Qualifications

• Experience in a similar role with a national housebuilder or housing association.
• Previous team management experience.
• Proficient IT skills with a good knowledge of Microsoft Office.

Responsibilities

• Improve customer care and meet satisfaction targets.
• Manage the Customer Care team and department policies.
• Liaise with other departments to minimize customer care issues.

Skills

Customer Care Management

Team Leadership

Effective Listening

Planning and Organization

Microsoft Office

Education

GCSE Maths and English – Grade 4+ (or equivalent)

Job description

Overview

At Bellway we recognise that people are the key to our success, and we are committed to building an inclusive culture that values and respects difference combined with creating a safe and inclusive working environment for all colleagues. This means we are positive about making adjustments as well as providing flexible working and we would be happy to talk to you about how this could work for you.

The Role

This role reports to the Division’s Managing Director.

Responsibilities

• Efficiently and effectively improve and be responsible for Customer Care within the Division
• Take an active role in assisting the Division to meet its customer satisfaction targets, and to manage all customer-related issues through to resolution
• Manage the team of Customer Care staff effectively, to ensure that the Customer Care Department fully implements the Company’s Customer Care policy and procedures and to aim to deal with customer care issues professionally and quickly and to their complete satisfaction
• Visit customers, where required, and agree works in line with NHBC Standards and Bellway Homecare
• Liaise and co-ordinate with the Construction, Technical and Sales Departments to ensure Customer Care issues are minimised
• Ensure cost control is monitored for any works that are carried out
• Attend NHBC Resolutions and bring learning/feedback back to the workplace
• Act as the first point of call out on emergency situations from Safeguard

Experience, Qualifications and Skills

• Experience of working as a Customer Care Manager, ideally with a national housebuilder, housing association or council in a similar role.
• Previous experience of managing, motivating and supporting a team of staff
• GCSE Maths and English – Grade 4+ (or equivalent)
• Effective listening skills
• Excellent planning and organisational skills
• Good administration skills
• Able to work to deadlines
• Ability to work on own initiative
• Proficient IT skills along with a good working knowledge of Microsoft Office (Word, Excel and Outlook)
• Excellent interpersonal skills, with the ability to communicate effectively at all levels
• Committed to diversity and inclusion

The Role and Working Conditions

• Willing to be flexible in respect to day to day duties and hours worked
• Ability to travel to all development sites, including the divisional office

What we offer

• Competitive salary
• Competitive car allowance
• Optional salary sacrifice car scheme
• Competitive annual bonus
• Contributory pension scheme
• 25 days holiday, plus bank holidays
• Access to discounts and benefits portal
• ShareSave Scheme
• Cycle to Work Scheme
• Life assurance
• Holiday Purchase Scheme
• Earn and Learn Opportunities

We reserve the right to close this vacancy if a large volume of applications are received.