Our client is a market-leading housing
developer, building and selling luxury residential properties to the
public. An industry benchmark, their brand is built on a bullet-proof
reputation for providing 5 Star Customer Service to their purchasers.
There is now an opportunity for an experienced Customer Service
Manager to join the ranks of this iconic brand in their busy Southern
region, to cover schemes in Kent and East Sussex.
Based on site 3 days/week and in the Surrey regional offices 1 day/week, with a further day either in the office on site or working from home, you will work alongside a dedicated Customer Service Operative and
Coordinator in order to ensure your customers, who have purchased a
house from the company, experience a smooth, swift, effective and
efficient service, should they need it after they move in to their new
home and throughout the 2-year NHBC warranty period.
Responsibilities and Accountabilities:
Report to Head of Customer Services, you will become fully conversant
with Fieldview inspection software, become fully conversant with C360
Customer database and logging system, lead and manage your Co-coordinators
and operatives, take the Plot from the Build Team, inspect it and
manage the inspection process liaising with the Site Team to ensure the
Customer is handed a Home with zero defects.
Furthermore, it will be your responsibility to ensure the Build Team have
commissioned each Plot to the Customer Services standards, liaise with
Construction Manager / Sub Contractors to ensure any snagging items
identified at the home demo are complete prior to occupation and
investigate and resolve warranty and post occupation defect issues
raised by Customers and help co-coordinators arrange attendance by the
appropriate contractors or our own operatives.
Lastly, you will establish and maintain pro-active personal
relationships with customers, ensure that all possible costs are
recovered from contractors, work with the estates team to solve post
occupation problems and develop and maintain positive interaction within
your team to ensure all information is accurately reported to the
Customer in a timely manner.
During the course of your role you may also, investigate, report, document and help solve defect trends with Head of Department.
Attend the fortnightly tracker meeting and build sales meeting, ensuring
the build team deliver a completed quality unit to Customer services
with enough time to create a zero defect home prior to occupation.
Attend warranty provider reconciliation meetings and resolve remedial works where necessary.
Assess performance, standards of completeness and quality of junior members of staff and support training and development.
Provide operational cover for colleagues during sickness, leave, training etc
Technical Competencies:
You will likely already have a broad understanding of the construction
process and previous relevant experience, a background in investigating,
identifying and resolving defects and be customer focused with strong
interpersonal and influencing skills.
Person Specification:
Our client are looking for someone who is self-driven, results-oriented and has a positive outlook.
Has a clear focus on exceptional customer service.
Is flexible, calm, credible, and comfortable in dealing with a wide variety of stakeholders.
A good Team Player.
Empathic communicator.
Keen to deliver exceptional customer service.
Well-presented and business-like.
Standard working hours are 8am until 5.30pm Monday to Friday but
there is a degree of flexibility here and you will be expected to manage
your own workload and work outside of these times where it is the clear
interest of the business to do so - for example, if a purchaser cannot
make an appointment within this time frame
In return for your hard work and dedication, you will be rewarded
with an excellent remuneration package which includes industry leading
salary, bonus, healthcare package, car allowance and pension.
If you want to push your career forward and work for the best, forward a copy of your CV now to: dan.eley@ethos-rs.co.uk