Job Title: Customer Care Manager Reports to and Accountable to: Customer Services Manager Job Purpose: To assist the Head of Customer Care in managing the Department to provide a high quality service to our customers, safely, professionally and within agreed or reasonable timescales. Scope: The Customer Care Manager will deliver first class service to our customers throughout the customer service process. The Customer Services team requires the ability to deal effectively and efficiently with all customers and be able to manage customers’ expectations appropriately with the objective of achieving customer satisfaction from our customers. Key Responsibilities: 1. Champion the customer throughout the business and be the first point of contact with the customer once completion has taken place answering calls and queries accurately and consistently within agreed SLA. 2. Interface with customers external/internal stakeholders to handle all telephone and email traffic predominantly for post-sales service functions but dealing with other queries may be required. 3. Maintain a smartly presented, polite, diligent, positive and professional attitude at all times; demonstrate knowledge and build customer confidence. 1. First point of contact for day-to-day business and customer requirements. 1. Work within the guidelines of the NHBC. 1. Ensure accuracy of all customer details and all communication is correctly recorded on in house computer systems and communicate regularly with customers in accordance with the procedures set out. 1. Manage customer expectations through clearly explaining the situation, next steps and potential outcomes. 1. Take ownership of queries, resolving routine non-complex issues yourself and escalating more complex issues to your Head of Customer Care. 1. Create and issue work instructions on Internal systems ensure systems are fully utilized, with weekly monitoring to reduce aged defects. 1. Send out weekly job status reports to contractors and site teams for feedback to enable effective closing/managing of defects on our CRM. 1. Liaise with the Maintenance Technicians, Sub-Contractors & Material Suppliers; Monitor the progress of works and customer satisfaction and feedback on completion. 1. Produce and maintain plot files electronically and track status updates from Construction Secretary. 1. At all times comply with company policies, procedures and instructions. 1. Qualify and action all applicable Housing Association Defects and action End Of Defects works within agreed timescales and provide weekly status reports to the HA on job status. 1. Track and Manage output of all NHBC Claims through to completion. 1. Contribute to improving the business, protecting and enhancing the reputation of the company, by putting forward new ideas and, when requested to do so, implementing change and solutions. 1. Liaise with other internal departments to purchases parts & order fulfilment activities such as raising Warranty Works orders and Chargeable Works orders, collating all relevant paperwork for sign off by Department Manager. 2. Handle and resolve customer complaints/enquiries via mail or phone in a timely and accurate manner in-line with Company SLA’s. 3. Outbound calls to introduce the department after initial 6 Month period has been signed off and carry out survey calls. 4. Monitor assigned work on a weekly basis providing a status report to your Line Manager in-line with predetermined KPIs. 5. Monitor WIP to effectively manage live work and reduce aged defects in line with predetermined KPIs. 6. Develop knowledge about Company’s business needs and requirements. 7. Maintain competent understanding of company’s products, their functions and construction. 8. Be an ambassador and advocate of the business. Working Relationships: Effective working relationships are an essential part of daily working life. The focus in this role is both:- Internal: Colleagues within Organisation External: Customers, Contractors and Sub- contractors and Third Parties Decision Making Authority: Once fully trained the job holder will determine how straightforward problems should be tackled using standard practice and procedures Technical problems or more complex problems will be tackled in conjunction with the Customer Services Manager/Site where applicable These are illustrative duties and the post holder will be expected to undertake all other tasks required for the proper functioning of the department and the Company. For more details, please contact George on the details below