customer care manager in basingstoke

posted
05 February 2019
contact
sean caesar, randstad cpe
job type
permanent
salary
£ 40,000 - £ 55,000 per year, package
apply now

posted
location
basingstoke, south east
specialism
construction & property
sub specialism
construction
job type
permanent
working hours
Full-Time
salary
£ 40,000 - £ 55,000 per year, package
reference number
CCM040218
contact
sean caesar, randstad cpe
phone
01489 560 200
apply now

job description

The client are one of the UK's top 10 house builders with a regional office based in Hampshire that specialises in the development of volume traditional build housing across Hampshire, Wiltshire and Berkshire.

They are currently for a Customer Care Manager to report directly into the Head of Customer Care and oversee all customer care queries for 3/4 developments. Candidates must have at least 5 years experience working in this role with a house builder and must be based within an hour of Basingstoke. Due to the level of experience required the client have stated they would be looking to pay up to £55k + package.

Responsibilities

* Manage the team of Customer Service staff effectively, to ensure that the Customer Service Department fully implements the Company Customer Service policy and procedure, and that all issues raised by the customer are professionally dealt with quickly and to their complete satisfaction
* Liaise and co-ordinate with the Construction, Technical and Sales Departments to ensure Customer Service issues are minimised
* Ensure that all administration and IT systems are fully utilised and managed effectively to achieve the objectives set by the company, in particular, the Customer Service Monitor
* Efficiently manage and resolve service requests, ensure and maintain subcontractors performance and quality
* Ensure that remedial works are completed in accordance with Company and NHBC guidelines
* Responsible for visits and inspections to properties on a regular basis following on from notifications of items requiring attention, and random inspections of both operatives and subcontractors works
* Ensure the staff working in the Customer Service Department are well-directed with clear guidelines to their own job responsibilities, and provided with full support in achieving these, in terms of communication, training and development, and the organisation of the administrative workload
* Arrange weekly internal meetings with staff to resolve any issues, and minute the meetings for the benefit of colleagues and the Construction Director
* Communicate Customer Service issues to the Construction Director (and Managing Director, where appropriate) for review on a weekly basis
* Ensure cost control is monitored for any works that are carried out. Analyse and report on a monthly basis to the Construction Director, and liaise with the Technical Department to reduce future maintenance costs
* Gather, analyse and act on feedback from Customers in respect of the product and how to improve
* Ensure that the Customer Service Department annual performance targets are met, and to monitor this on a weekly and monthly basis
* Attend NHBC Resolutions and bring learning/feedback back to workplace, ensure prompt conclusion of any works deemed necessary by the NHBC within the time frame set
* Carry out New Home Tours and handovers where necessary
* Improve overall customer satisfaction in line with targets set by the company
* Promote and act in accordance with all Group values, systems, policies and procedures.

The client operate a 1st stage interview process with the Head of Customer Care. If this opportunity is of interest please apply now.

Randstad CPE values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application.

Candidates must be eligible to live and work in the UK.

For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.

skills

overseeing quality assurance

qualification

driving licence