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Customer Care Manager - Permanent - London, Essex & Hertfordshire - Up to £70,000 plus package
Introduction & Role
We are currently representing a House Builder, who are seeking a Customer Care Manager to join their team on a permanent basis.
The role entails maintaining a high standard of Customer Service and continuously improving the Customer's experience whilst managing both internal and external stakeholders including Customer Care Operatives as well as Contractors.
The position is based both at office and on site.
Day to day
* Carrying out defect inspections on all properties across the region.
* Instruct contractors to carry out works monitoring cost recovery.
* Manage project works ensuring the customer is kept up to date at all times.
* Attend end of defect inspections.
* Support the Customer Relations Manager and wider team, managing the Customer Care Operatives day to day ensuring Health & Safety is adhered to and quality of work is to the best level.
* Feedback to the department on continuous patterns that arise to ensure quality is upheld across all builds.
* Be first point of escalation for customer complaints.
* Liaise with H&S teams to ensure all processes and training is up to date.
* Assist the Head of Customer Care ad-hoc as required.
* Carry out home demonstrations and handover when necessary
* Writing reports from inspections to discuss with the Customer Care department and relevant stakeholders.
Key Skills required
* Previous experience within a Customer Service Manager role in the new homes industry.
* Excellent NHBC knowledge.
* Flexibility to travel to sites both across London, Essex and Hertfordshire predominantly.
* Excellent communication and customer facing skills
* Good Technical knowledge to be able to diagnose issues and act accordingly.
* Excellent report and email writing skills and proficient with IT.
Please apply below or contact Chris Ellis at Wheatstone Solutions for more information