Customer Care Manager - Summary of the Role
* The Customer Care Manager will be a dynamic person with the confidence, energy, personality and belief in delivering a great service and better ways to make our customers feel truly special.
* You will deliver first class service to our customers which will involve close interaction the Construction Manager and site-based construction teams.
* You will be responsible for the day-to-day management for all customer related matters and be responsible for identifying best practice from a customer perspective, driving change and improving satisfaction throughout the build process to successful home ownership.
Customer Care Manager - The Successful Applicant
* Proven track record as a Customer Care Manager leading a team of coordinators
* A champion for customer care with extensive experience of leading teams in a customer facing environment
* Has excellent relationship management with well-formed influencing and networking skills
* Will be experienced in management information analysis and implementing improvements to systems and processes based on relevant data
* Has excellent relationship management with well-formed influencing and networking skills
* Can work in a pressured environment but able to remain calm, measured and resilient in a fast-paced working-environment
* Ability and resilience to manage difficult situations
* Has proven budgetary management and commercial experience managing budgets/cost control, and planning, prioritising and organising work to meet targets
* Is experienced in face-to-face customer contact with the ability to adapt to the differing types of customers
* Can anticipate potential issues and act innovatively and proactive
* Excellent organisational and communication skills
* Excellent written, verbal and listening communication skills
* In depth knowledge of all aspects of the construction trade and the relevant legislative requirements e.g., Health and Safety, NHBC/LABC requirements and Building Regulations.
* A motivational team-leader focused on coaching and developing their team to their full potential
* Ability to think ahead and forecast customer issues
* Comfortable managing complex internal relationships and able to challenge appropriately
Customer Care Manager - Benefits Package
* Competitive Base Salary
* Competitive Bonus Scheme
* Company pension
* 25 Days Holiday
