area customer care manager in stafford

06 June 2018
laura wileman, randstad business support
job type
£ 38,000 - £ 40,000 per year
apply now

stafford, west midlands
construction & property
sub specialism
job type
working hours
£ 38,000 - £ 40,000 per year
reference number
laura wileman, randstad business support
apply now

job description

Are you an experienced Customer Care Technician or Site Manager with experience in Home-Building? Do you always go above and beyond to deliver exceptional customer service? If so this could be the perfect role for you.

A national British house-building company is looking for an Area Customer Care Manager on a fixed term basis for 12 months to manage the customer care operation within a designated geographic area. Delivering an exceptional customer experience and adhering to the Customer Care Best Practice Guide.

* 12 Months FTC (opportunity for this to be extended)
* £40,000 + company car
* Based in Stafford (role is field base)

Please note this role will predominantly on the road.

Key Performance Indicators

Quality and Audits

* Where necessary, visit customers and assess works required and manage rectification
* Carry out inspection of all stock units over three months old and prior to legal completion

Attending to Purchaser's Defects

* Ensure that all reported defects are dealt with in a cost effective, timely and professional manner to the satisfaction of the purchaser. Monitor work through to completion
* Prepare monthly plans with Customer Care Technicians and agree job priorities
* Attend appointments punctually and at pre-arranged times
* Liaise with purchaser on all occasions as appropriate
* Ensure that any problems or incomplete work are reported to the Regional Customer Care Director/Manager immediately
* Identify common complaints/defects and report to Regional Customer Care Director/Manager

Liaison with NHBC

* Ensure that the company carries out its obligations to the NHBC
* Attend NHBC resolutions meeting as appropriate reporting back and taking necessary actions as appropriate


* Operate within departmental budgets by ensuring that Customer Care Technicians manage their time and operate effectively and control the use of materials and sub-contractors.

Health and Safety Training

* Ensure compliance to the Company's Health and Safety Policy and procedures
* Carry out work in a safe manner
* Attend health and safety and other training courses as requested by the Company


* Conduct regular staff meetings
* Monitor staff performance and take appropriate action through coaching and training to address any shortfalls
* Conduct annual Performance Planning and Review with Technicians
* Monitor and record staff holidays and absenteeism
* Monitor and review staff training activities
* Identify needs for additional staffing and recruit accordingly
* Attend regional customer care meeting as instructed by the Regional Customer Care Director/Manager


Relevant experience

* Previous experience working as a Customer Care Technician or Site Manager
* Detailed understanding of NHBC customer handover requirements

Education, training or qualifications

* Educated to GSCE / GCE standard in Maths & English, and, or,
* BTEC diploma in Building Construction or an NVQ Level 2 or similar,
* or,
* City & Guilds in relevant trade
* Valid CSCS card

Special skills or knowledge

* Good understanding of Microsoft Office, Excel, Outlook
* Ability to handle complaints and difficult situations

Interpersonal skills and attitude

* Good planning and organisations skills
* Problem solving and decision making skills
* A polite, tactful and assertive attitude
* Patience and calmness under pressure
* Excellent communications skills
* Good team working skills

Special Circumstances

* Willing to work extra to meet deadlines as and when the business needs require it
* Driving Licence

Interviews are taking place next week, please do apply today!

Randstad Business Support acts as an employment business when supplying temporary staff and as an employment agency when introducing candidates for permanent employment with a client. Randstad Business Support is an equal opportunities employer and decisions are made on merits alone.


corodination of subcontractors


please see job advert