Your newpany
One of the UK’s largest housebuilders, known for delivering affordable, multi-tenure housing through both private developments and partnerships.
Your new role
As the Customer Service Manager, you will provide day-to-day management and support to the Customer Service office and technician teams to provide an exceptional, consistent level of customer service to all local partnerships and open-market sales customers and assist the business in maintaining high customer satisfaction scores.
1. Review all open cases and jobs with each coordinator, discuss any past SLA cases and ensure the coordinator is equipped to ensure service delivery can be maintained.
2. Ensure Health & Safety processes are followed to ensure safe working in customers' homes.
3. Distribute Subcontractor reports and highlight any non-performance or poor delivery issues.
4. Review and oversee all job quotes with the Customer Service Director and manage the invoice payment process through a review of all submissions with the Coordinators.
5. Attend escalatedplaints to ensure that an amicable solution is reached where required.
6. Managing a small team of 2 coordinators.
7. 50% of the job you will be out visiting our customers across the M23 corridor.
What you'll need to succeed
8. Previous experience in Customer Service, leading operations and delivering excellent service to vendors, partners and customers
9. A background in Construction/House Building would be advantageous.
10. Proven experience withplex customer resolution
11. Working with multiple teams in a fast-paced and challenging environment
12. Positive mentality and resilience are key.
13. Full Driving licence with a willingness to travel
14. Previous experience in people management would be ideal.
What you'll get in return
15. Up to 33 days annual leave plus bank holidays increasing to up to 39 days with service.
16. 2 Volunteering days per annum