Position: Customer Care Manager
Location: Swindon
Salary: Competitive
Type: Permanent, Full-Time
We are actively seeking an experienced and confident Customer Care Manager to join our client's dynamic South West Region team in Swindon. This crucial role demands exceptional interpersonal and administrative skills to handle a detailed and challenging workload effectively. The ideal candidate will have a background in the housebuilding industry and will work closely with various departments including Construction, Sales, Design & Technical, and Commercial, as well as sub-contractors and Housing Associations.
Responsibilities:
* Ensure efficient departmental operations and customer satisfaction aligned with the Home Inspection Guide.
* Monitor and manage the Customer Care team's performance, including site allocations.
* Identify and report recurring issues and underperforming trades to facilitate senior management intervention.
* Collaborate with multiple departments as necessary.
* Maintain and update Sitestream records.
* Conduct routine reviews of work performed by Customer Care Technicians and sub-contract trades.
* Validate complaints and resolve issues promptly, seeking guidance when necessary.
* Issue and follow up on contractor reports and unresolved issues.
* Prepare for Customer Care invoice clearance, including contra charge letters.
* Act as deputy for the Head of Customer Care when required, including team management and social media activities related to aftercare.
* Manage team, suppliers, and sub-contract trades to resolve issues and schedule appointments.
* Ensure work is completed to the purchaser's satisfaction.
* Handle customer complaints, including social media notifications, following the Escalation Policy.
* Set challenging KPIs for new maintenance contracts to uphold standards.
* Interpret legal correspondence and collaborate with legal advisors on next steps.
* Assist with End of Defects Inspections.
* Attend necessary meetings and comply with company policies and procedures.
* Undertake additional tasks as required.
* Ensure all Health and Safety measures, including those related to Covid-
Essential Skills / Attributes:
Full driving license
- Experience supervising a team
- Knowledge of the housebuilding industry
- Proficiency in CRM software and housebuilding technical knowledge
- Excellent negotiation skills and financial awareness
- Competency in Microsoft Office applications
- Caring and empathetic nature
Company Benefits:
- Company Car
- Pension Scheme
- 33 days holiday entitlement (including bank holidays)
- Competitive discount on homes (depending on property and location)
This opportunity is perfect for a dedicated professional looking to make a significant impact on customer satisfaction and contribute to the long-term success of our client's company. If you have the required skills and experience, we encourage you to apply and join a reputable and thriving team