Job Description
Head of Customer Service - 3 month Fixed Term Contract
A regional house builder have a temporary requirement for a Head of Customer Service to join their customer care team to support remedial works on new build housing developments in the Northwest area for a 3-month period.
Your duties and responsibilities will include:
* Responsible for ensuring defects are attended to in a reasonable timescale
* Promote client interface e.g. Building Housing Managers and Maintenance Managers relationships
* Promote a culture of cost control and recovery on site through specification of works and adherence to contract charge procedures
* Be an ambassador for the company and attend appropriate corporate and handover events
* Develop new ideas to improve the quality of build and after sales service
* Plan, prioritise and organise workloads on a daily basis
* Conduct handovers (developing a demonstration role), pre-sale and 12 month close of defects inspections on shared ownership and outright sale products
* Specify remedial works, allocate appropriate subcontractors and supervise this up to completion
* Maintain accurate audit trails and ensure documentation is filed in an organised manner
* Assess performance and work quality of subcontractors, and report issues to the Customer Care Manager
* Ensure improvement in customer satisfaction ratings
* Ensuring compliance at all times with Health and Safety procedures
Knowledge Skills and Experience
* At least 3 years experience working as Customer Services Manager or related roles in the new build housing industry
* Ability to think strategically and coordinate complicated work programmes
* Demonstrate excellent interpersonal skills in dealing with internal and external customers
* Confident and able to demonstrate excellent negotiation skills
* Ability to communicate at all levels
* Must be able to stay calm, professional, efficient and display patience when dealing directly with customer complaints
* Recognise the importance of customer service and meet the standards required when dealing with both internal and external customers
* Ability to run, organise and prioritise - paying attention to detail in a methodical manner
* Good technical knowledge of various trades, including electrical, plumbing, and specific understanding of defects and specification of remedial works
* Able to evaluate and assess technical and commercial issues and make informed decisions
* Self-motivated, working as part of a team under own initiative
*This will be a 3 month fixed term contract*
You will be working Monday to Friday, 9am-5pm (37.5 hours per week) and there is free parking.
If you are interested in the Head of Customer Service please apply via the link provided.
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