Customer Care Manager

Are you an experienced Customer Care Manager seeking a new role in the housebuilding industry where you can really make a difference?

We are delighted to be working in partnership with one of the country’s largest housebuilders as they look to maintain their 5 star rating and ensure the best experience for each and every customer they work with. This house builder has a national presence and has invested heavily over the last 2 years in improving their customer experience, something this key role will be heavily involved in maintaining for the region. As such, we are seeking the very best in business to help lead their customer care department in their office based in Edinburgh.

Reporting into the Regional Head of Customer Care, this role will include:

* Manage the department 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 and customer defects are dealt with in a cost-effective, professional and timely manner, to ensure procedures and Customer Care Policies and Procedures are adhered to.

* Responsible for identifying and resolving customer escalations (pre-complaint), as well as supporting the resolution of all formal complaints in accordance with company procedure.

* Attend site as and when required to meet with customers, the site team and the Customer Care Maintenance Operatives/Operations Manager.

* Work cohesively with other departments across the company (i.e., Construction, Sales, and Accounts) to ensure communication is optimal and the company achieves its KPIs.

* Comply with responsibilities as defined in the Group’s HS&E Policy and ensure compliance throughout team.

We are seeking an individual with experience in a similar role within the housebuilding experience, a history of managing staff and the drive to continue delivering customer care excellence at every stage of the process. An understanding of the new NHQB regulations would be advantageous also.

Does this tick your boxes? Reach out to Samantha for more information.

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