We are seeking an experienced and dedicated Customer Care Manager to lead our customer service operations within the kitchen or new build sector. You will be responsible for ensuring a first-class experience for all customers, ensuring any snagging issues are resolved in a timely manner. The ideal candidate will be proactive, solutions-focused, and able to drive high standards of service across all touchpoints.
* Up to £36,000
* Quarterly Bonus
* Company Car
* Remote working
Key Responsibilities:
* Manage the end-to-end customer care process from post-sale through to resolution of any issues.
* Liaise with internal departments (design, installation, and aftersales) to ensure timely resolution of customer concerns.
* Track, report, and analyse customer service metrics to identify areas for improvement.
* Maintain strong relationships with developers, contractors, and end users to support a positive brand reputation.
* Ensure all customer complaints are handled professionally and in accordance with company policies.
* Manage escalated cases and complex customer issues with empathy and efficiency.
Requirements:
* Proven experience in a customer service management role, ideally within the kitchen, home improvement, or new build sector.
* Strong communication and interpersonal skills.
* Excellent problem-solving and organisational abilities.
* Ability to work under pressure and manage multiple priorities.
* Proficient in CRM systems and Microsoft Office.
* A strong customer-first mindset with an eye for detail and quality.