Customer Care Manager - New Build Housing

Customer Care Manager

Norfolk

New Build Housing

Howells are working with one of the country's most successful Housing Developers to recruit a Customer Care Manager in Norfolk. They are multi awarded winning business with a reputation for providing fantastic training, development and progression.

Reporting to the Head of Customer Care, and to take effective responsibility for the day to day management of the Customer Care Coordinators.

Duties include:

• Ensure all Customer Care Operatives and contractors are compliant with all SHE policies and procedures, putting the safety of our teams as first priority to include full compliance with the mandatory SHE training for Operatives as per the Training Matrix
• Undertake all required inspections of reported defects for all plots once handed to Customer Care. To advise customers of agreed works and confirm, with detailed reason, why items not covered by warranty will not be actioned. Agreed works to be clearly reported back to the office team with supporting detail of labour, subcontractors, materials, equipment and timescales required to complete works efficiently within a single visit
• Manage the Customer Care Operatives effectively, ensuring adherence with our Customer Care Charter and policies & procedures. To ensure that all Customer issues are dealt with quickly, professionally and to their complete satisfaction
• Build robust relationships and liaise regularly with the Construction, Technical and Sales departments to ensure Customer issues are responded to quickly and professionally
• Attend weekly internal meetings with Customer Care Operatives to resolve any issues, and minute the meetings for the benefit of colleagues and the Construction Director (or Managing Director where appropriate)
• Communicate important Customer Care issues to the Head of Customer Care, Construction Director (and Managing Director, where appropriate) for review on a weekly basis
• Ensure cost control is monitored for any works that are carried out, in particular larger scale projects
• Provide personal and customer feedback to the Division on areas of workmanship, design and specification to improve future product quality
• 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

Salary & Benefits:

You will be working for a modern, forward-thinking business; that believes the strengths, skills and personalities of their people are the key to the groups success. This is a key permanent role within the region and offers long term career progression along with an excellent basic salary and benefits package.

Applications

If you feel that you have the relevant experience to be successful in this position and would like to find out more please apply online today attaching a copy of your current CV. Alternatively contact us on (phone number removed).

Howells Solutions are an Equal Opportunities employer. All applications will be dealt with in the strictest confidence. Howells Solutions acts as an Employment Business for the supply of temporary workers and an Employment Agency in relation to permanent vacancies.