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
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*
In return for your skills the company are offering a competitive salary and company benefits including a pension scheme, 26 days holidays + bank holidays, 9-5pm (37.5 hours per week), free parking.
If you are interested in the Head of Customer Service please apply via the link provided.
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