Senior Customer Service Manager - Leading Residential Developer
Reporting to the Head of Customer Service this role will fit with an experienced Customer Service Manager who can display a strong understanding of technical requirements.
You will be required to support the managers and co-ordinators with their day to day role, conducting site visits and CML sign offs.
A high level of communication and a customer focused approach is required for this role.
Our client is a well established residential developer, based in the area of Reading, within the Building and Construction industry.
The business continues to grow in this region with more units being built every year. Subsequently, they need the right staff to maintain the high level of customer service already being provided by the team.
The have several large sites within the Thames Valley region, ranging from 150 to 750 units in size. As the Senior Manager in the Customer Service team you will be responsible for dealing with any high level customer issues face to face.
The ideal Senior Customer Service Manager - Leading Residential Developer - for this role will be able to communicate effectively with both site staff on a technical level as well as customers on a more personal level
The selected Senior Customer Service Manager - Leading Residential Developer - will be expected to fulfill the following requirements:
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 Head of Customer Service
Communicate Customer Service issues to the Head of Customer Services (and Managing Director, where appropriate) for review on a weekly basis
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 selected Senior Customer Service Manager - Leading Residential Developer - will ideally show these characteristics/qualifications and skills:
Proven track record in similar role, ideally in housebuilding and with a background in Construction
Experience of managing budgets/cost control, and planning, prioritising and organising work to meet targets
Self-confident, decisive, resilient and able to thrive under pressure in a fast-paced environment
A lateral and innovative thinker, an original problem-solver
A motivational team-leader focused on coaching and developing their team to their full potential
Ability to manage budgets and control costs and gather, interpret and make best use of data to increase sales
Self -disciplined, with excellent time management skills, and flexible in order to achieve results
Good inter-personal skills and ability to deal with people from diverse backgrounds.
Excellent package on offer ranging from £50000 to £70000 depending on skill and level of exprience