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
- At least 3 years experience working as Customer Services Manager or related roles in the new build housing industry
- 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*
You will be working Monday to Friday, 9am-5pm (37.5 hours per week) and there is free parking.
If you are interested in the Head of Customer Service please apply via the link provided.