The Customer Care team ensures home buyers receive the highest quality support following their home purchase.
This role involves being customer-facing, providing answers and practical assistance to ensure customer satisfaction. Ideally, candidates will have construction or building experience, along with a passion for quality and professionalism.
Reporting to the Head of Customer Care or Customer Care Manager, you will be responsible for the daily operations of the Customer Care office, meeting KPI targets and ensuring excellent service.
You will be expected to:
1. Ensure compliance with SHE policies, prioritizing team safety.
2. Manage and supervise the Customer Care team, ensuring adherence to company policies and quick resolution of customer issues.
3. Provide team members with clear guidelines, support, training, and workload organization.
4. Maintain continuous telephone coverage during working hours.
5. Attend weekly meetings, resolve issues, and produce Action Logs.
6. Coordinate with Construction, Commercial, Technical, and Sales departments for efficient issue resolution.
7. Utilize administration and IT systems effectively, ensuring all customer contacts and defects are recorded in iCARE.
8. Provide management reports on KPIs to the Head of Customer Care.
9. Act as the first escalation point for Customer Care queries and concerns.
10. Work with the Customer Care Operations Manager on defect management from inspection to completion.
11. Manage service requests to meet SLAs, ensuring remedial works comply with guidelines.
12. Monitor costs for works, including contra-charge modules.
13. Undertake annual and interim PDRs with team members.
14. Promote and adhere to company values, policies, and procedures.
To succeed, candidates should have proven experience in a Customer Care role, strong results orientation, excellent time management, and good interpersonal skills.
We are recognized as a 5-star housebuilder since 2010, committed to quality homes and customer satisfaction. We offer tailored opportunities for various professional backgrounds and a hybrid working model combining office, site, and home working.
Our inclusive culture welcomes everyone, regardless of background or characteristics, and we strive to build a sustainable future with innovative homes.
Benefits include:
* Competitive Bonus Scheme
* Private Medical Cover
* Annual Medical Health Assessment
* 26 days’ holiday (increasing with service)
Additional benefits include private healthcare, pension schemes, health assessments, employee discounts, and more, supporting your wellbeing and lifestyle.
Our offices are based in Manchester, where we focus on building durable, sustainable homes for modern families. We are dedicated to diversity, inclusion, and environmental responsibility, shaping a better future for all.
#J-18808-Ljbffr