Vacancy Detail

Customer Care Manager

Salary: Negotiable
Location: Fife
Ref: COCC3
Job description
Customer Care Manager

Our client, a New Build Housing Contractor with site coverage throughout Central Scotland have an opening for a Customer Care Manager to join their business.


To efficiently and effectively improve and be responsible for the delivery of Customer Care within the organisation. To implement policies and procedures in relation to Customer Care, and to meet and maintain quality assurance standards. To contribute towards the organisation meeting its Customer satisfaction targets, and to manage all post-occupation customer-related issues through to resolution via the Customer Care team.

Key Responsibilities:

? To manage the Customer Care team effectively, to ensure that the department fully implements the Customer Care policies and procedures and that all issues raised by the customer are dealt with professionally, quickly and to complete satisfaction
? Build robust relationships and liaise regularly with the Construction, Technical, Commercial and Sales Departments to ensure Customer Care issues are minimised and handled efficiently
? Ensure the Customer Care team are well-directed with clear guidelines to their own job responsibilities, and provided with full support in achieving these, in terms of communication, coaching, training and development, and the organisation of the administrative workload
? Take part in weekly internal meetings with staff to resolve any issues, ensuring Action Logs are managed for the benefit of colleagues and the Construction Director
? Maintain a log of customer care issues for weekly review with the Construction Director
? Ensure cost control procedures are followed for all remedial works undertaken and liaise with the Commercial and Technical Departments to reduce future post-occupation costs
? Ensure that all post-occupation remedial work is completed to the required standards, within the organisations target timescales and in line with the requirements of the NHBC warranty, guidelines and Technical Standards
? Ensure attendance at all NHBC Resolution and Claim Inspections
? Ensure that all NHBC remedial works are completed within the specified timescales
? To own all customer complaints and ensure they are acknowledged, investigated and resolved within target timescales
? Analyse the cause of complaints and use this to make continuous improvements to drive down the volume of escalations and repeat complaints
? Ensure the customers’ needs & requirements are always first
? Promote and act in accordance with all company values, systems, policies and procedures
? Undertake any other reasonable duties required by the Company.

Key Attributes:

The potential candidate will possess the following attributes;
? Previous experience managing Customer Care team working in a technical customer care or maintenance position with a Housebuilder or Housing Association
? Knowledge of housebuilding industry is desirable
? Positive, can-do attitude
? Ability to juggle multiple priorities and multi-task whilst remaining calm under pressure.
? Resilient and tenacious – see’s tasks through to completion
? Excellent communication skills
? Attention to detail
? Holds commitment to customer service & quality
? Ability to influence others and drive behaviors
? Analytical – experienced at reviewing data and identifying areas for improvement.