Main characteristics
- Location
- Warrington, Cheshire
- Company
- Building Careers UK
- Salary
- £31000 - £35000/annum
- Employment type
- Permanent
- Category
- Construction / Skilled Trades
Job summary
Working with a 5 star PLC volume house builder and their North West regional business unit, we currently have an opportunity for an experienced Customer Care Office Manager.You'll oversee a team of six coordinators, working closely with the Head of Customer Care, to ensure the highest possible customer satisfaction whilst monitoring performance, against wider company & industry standards, practices & procedures.
The region currently has circa 700 plots in warranty and operates at a rate of no more than 150 units to each coordinator.
As a snapshot the role responsibilities will include;
Managing the departmental office team effectively, including setting clear standards in the workplace, conducting professional development reviews and coaching and training of all team members to ensure employees achieve company KPIs and maintain NHBC Customer Satisfaction and company standards.
Ensure correspondence to customers re customer defects are dealt with in a cost-effective, professional and timely manner.
Minimise costs associated with remedial works and adhere to the sign-off and cost recording policies, identify contra-charging opportunities to further protect the business.
Maintain an advanced knowledge of all systems and processes to enable you to affectively performance manage the Customer Care Office team, providing governance and monitoring compliance.
Manage and support the Customer Care office team, to deliver the required results on the NHBC Customer Satisfaction Surveys.
Responsible for identifying and resolving customer escalations, as well as supporting the resolution of formal complaints in accordance with company & NHQB procedures.
Attend site ad-hoc to meet with customers, site teams and Customer Care Technicians & Operations Manager.
We're (my client are) looking for someone with a proven track record of managing high performing customer care teams in the new build housing industry.
Or as a minimum, you can show particular experience of working within a high performing customer care team where you have influenced process and procedure.
Also
Customer Service experience is essential.
Excellent communication skills, both written and verbal are key.
You'll be super confident with computer software (minimum Excel and Word)
You'll enjoy operating and working in a busy, fast paced environment.
Salary is a negotiable figure between £30,000 and £35,000 - dependant on previous and existing experience.
In addition there would be a contributory pension, options around life assurance & health care packages and the opportunity to achieve individual & wider departmental Bonuses
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