Customer Care Manager jobs in United Kingdom

Job Title: Customer Care Manager

Contract Type: Permanent

Salary: £42,663.81 per annum, plus £4500 car allowance

Working Hours: 37.5 hours per week, full time

Working Pattern: Monday to Friday, Hybrid

Location: Prospect Head Office

If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.

Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.

You will manage the customer service process including quality management, defect resolution and reporting post completion, complaint handling, and HBF CSS survey and Trustpilot response management. Whilst ensuring compliance with regulatory and legal requirements including NHQB and Consumer Code.

• Experience in a house building customer facing position within an established house building organisation for a minimum period of three years.
• Ability to work on own initiative.
• Customer focused & a positive attitude.

At Riverside we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

• Competitive pay & generous pension
• 25 days holidays plus bank holidays
• Flexible working options available
• Investment in your learning, personal development and technology
• A wide range of benefits

We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.

• Champion a positive culture on customer and strive for the highest standards of customer satisfaction. Demonstrate leadership to the customer care team to help them deliver HBF CSS 5-star service. Whilst assisting the Head of Customer Services to champion a positive culture on customer throughout the wider business and supply chain.
• Collaborate with and support the Head of Customer Services to identify areas of improvement. Make suggestions on new processes and systems where required. Assist with the development of improvement plans and their implementation.
• Chair monthly customer care meetings with other departments providing updates on defect trends, quality inspection results, subcontractor performance on defect resolution and snagging, complaints, HBF CSS survey results and response rates and Trustpilot results and response rates.
• Attend weekly build sales meetings to co-ordinate customer service departmental workload on customer care quality inspections. Where applicable comment on quality and programme concerns which may impact legal completion or HBF CSS score.
• Attend monthly development team meetings and contribute proactively to discussions on development performance. Ensure technical matters are discussed with cost and programme delivery being key considerations.
• Manage customer care staff to ensure all necessary duties are delivered effectively and in line with budget. Ensure that all staff act in accordance with company procedures and in line with regulatory and legislative requirements. Ensure all staff follow health, safety and environmental procedures and that all necessary training and is undertaken and RAMS concluded.
• Undertake quality inspections prior to legal completion to ensure standards are in line with company requirements and meet HBF CSS 5-star standard. Ensure plots are clean and safe for completion including the external environment. Record findings using the company’s online quality management system (Zutec). Monitor the close out of defects and report any concerns to the Head of Customer Services and Head of Construction.
• Ensure 10-day lists documenting snagging works post completion are completed by the construction department following a visit by the Site Manager/ Assistant Site Manager post completion. Escalate concerns to the Head of Customer Services where applicable.
• Ensure customers are regularly contacted whilst within HBF CSS survey window post completion. Act on any concerns and queries that customers have liaising with sales and construction colleagues. Escalate concerns to the Head of Customer Services where applicable.
• Ensure completed plots are effectively transitioned from sales/ construction to customer care post HBF CSS survey (8 week). Ensure any previously reported snagging works are completed prior to handover to customer care. Escalate concerns to the Head of Customer Services where applicable.
• Ensure defects within warranty period are accurately recorded on the system and completed within service level agreement timescales and in line with budget. Where applicable ensure costs are contra charged to subcontractors. Provide reports on expenditure and notifications on contra charges to the commercial department. Ensure any issues with subcontractors not attending to defects, or issues meaning works can’t be concluded within service level agreement timescales, are reported to the Head of Customer Services and Head of Construction to action.
• Ensure customer complaints are accurately recorded on the system and handled in line with company procedure and in line NHQB requirements and timescales. Be the first point of escalation for complaints gathering information in a fair and transparent manner before responding to customers. Where applicable refer complaints to the Head of Customer Services for action and follow up.
• Ensure developments achieve a HBF customer satisfaction survey rating of 5-star. Work proactively with construction staff and sales staff to achieve this. Ensure a minimum survey response rate of 60% is achieved. Propose and implement new strategies and processes to achieve this having consulted with the Head of Customer Services.
• Ensure developments achieve a Trustpilot Excellent rating with one Trustpilot response targeted per development per week. Work proactively with construction staff and sales staff to achieve this. Propose and implement new strategies and processes to achieve this having consulted with the Head of Customer Services.
• Monitor changes to NHQB and NHBC regulations and make recommendations on changes to company procedures. Provide updates to the Senior Management Team and make recommendations on any training requirements to staff.
• Prepare reports as directed by the Head of Customer Services to aid business improvement.
• Contribute to the preparation of information for board packs in support of the Head of Customer Services.
• Undertake any other duties deemed required by the Managing Director or Head of Customer Services to ensure the effective operation of the business.

• Experience in a house building customer facing position within an established house building organisation for a minimum period of three years.
• Ability to work on own initiative.
• Customer focused & a positive attitude.
• Ability to think ahead and forecast customer issues.
• Effective communication skills and telephone manner.
• Knowledge and understanding of responsibility for dealing with defects.
• Ability to manage multiple priorities, people and tasks whilst remaining professional and calm under pressure.
• Knowledge of NHQB and Consumer Code essential.
• Full UK driving licence and access to a car for work

Focuses on the company's goals, understands its direction and contributes to its overall success.

Takes ownership of the performance and development of themselves, supports the development of others.

Continually looks for ways to improve the service provided by self, team and the organisation. Be Commercially Minded.

Aware of the need to add value to support economic, sustainable growth for the organisation.

• There will be the requirement to travel to other locations to effectively perform this role.
• The role will be exposed to sensitive information; therefore the role holder is expected to maintain levels of confidentiality at all times.
• In order to fulfil the requirements of this role, you will be required to work flexibly during the hours of operation.
• The role holder is expected to be committed to equal opportunities and to promote non-discriminatory practices in all aspects of work undertaken.

Riverside is one of the UK’s leading not-for-profit social housing and regeneration organisations, owning or managing around 75,000 homes from Irvine to Kent. We are a leading provider of supported housing services, particularly for those affected by homelessness, and our track record of transforming lives and revitalising neighbourhoods dates back over 90 years. We have plans to build over 15,000 affordable homes over the next decade.