Role: Head of Customer Care
* Responsible for: Customer Care team
* Reporting to: Managing Director
* Client: Residential Housebuilder with a 5* HBF accreditation
* Location: Cheltenham/ Tewkesbury region
* Geographical region: North Gloucestershire, Cotswolds and South Midlands
* Working arrangements: Flexible working arrangements between office, home and site(s)
Head of Customer Care – Job Purpose:
Reporting into the Manager Director, as Head of Customer Care you will be responsible for the day to day running and operations of the Customer Care team and sit on the regional board. To implement the Group’s policies and procedures in relation to Customer Care, and to meet and maintain quality assurance standards. To contribute towards the regions meeting its Customer satisfaction targets, and to manage all post-occupation customer-related issues through to resolution via the Customer Care team.
* The role is responsible for providing leadership to the Customer Care team comprised of Customer Care Office Managers, Field Operations Managers Co-ordinators, Administrators and Maintenance.
* To drive and lead 5* Customer Care standards.
* To oversee the Customer Care team, to ensure a 5* experience is maintained for our customers.
* To ensure the service is provided within Company Guidelines, Group Standards and Procedures for Customer Care, to ensure customer satisfaction and maintain the company reputation.
Head of Customer Care – About you:
* Proven track record working for a residential developer, main contractor or housing association.
* Have a proven track record of managing high performing customer care teams, or teams within a highly customer centric environment.
* A customer care champion who leads from the front.
* Demonstrate exceptional verbal and written communication skills.
* A Positive, can-do attitude.
* Ability to juggle multiple priorities and multi-task whilst remaining calm under pressure.
* Ability to influence others and drive behaviours.
* Thrive in a busy, fast paced environment.
* Resilient in the face of negativity.
Head of Customer Care – What about the benefits package?
* Competitive base salary
* Company bonus Scheme
* 25 days holiday plus bank holidays
* Company car/car allowance
* Private Healthcare
* Life insurance/ Life assurance
* Company pension scheme
* Extensive choice of flexible benefits
* Extensive choice of company-wide benefits
* Flexible working arrangements on offer