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Customer Service Manager

  • Location: Cheshire
  • Sector: Residential
  • Position: Aftercare Manager
  • Salary: £40000 - £45000 per annum + + Company Car + Bupa Health Care + Package
  • Job type: Permanent
  • Job reference: DW-0119-CC_1574337755
Job description

Your Next Company

One of the largest and most exciting housing developers in the country.

Your Role

As a Customer Service Manager, you will be an integral part of the customer journey for my client. You will have a leading role during the NHBC Survey Period and more.

Responsibilities include;

  • Ensures the delivery of a consistently high quality, professional service to both external and internal customers
  • Liaise and correspond with your customer from the agreed point from exchange of contracts to occupation and at least the 1st three months after legal completion
  • Ensuring regular communications are sent to customers between exchange of contracts and completion
  • Ensure that homes are fully inspected in line with QC processes, conducting personal inspections of your customers homes feeding back to the construction team in a timely manner to ensure issues are rectified prior to legal completion
  • Develop and maintain a positive interaction with construction and sales to ensure all information is proactively and accurately relayed to your customer
  • Before and after completion ensure that all issues are logged on CRM (Coins) and closed out within the set service level agreements
  • Work closely with sales and construction colleagues to ensure you and the team are updated on all customer matters pre and post completion, effectively tracking and managing the customers journey
  • Ensuring best value for money practices and contra charging when required
  • Achieve and strive to exceed personal KPI's (Set by line Manager) to exceed industry standards
  • Strives to achieve excellent customer survey results
  • Effective customer contact at all set points through the customers journey, reviewing and managing appropriately, adapting customer requirements enhancing contact where appropriate
  • Clear documentation of customers journey throughout to provide a robust picture
  • Implements a priority system to ensure customer queries are dealt with efficiently according to issue type and customer sensitivity
  • Collaborates with customer service and site teams to manage and drive defect closure within set SLA's
  • Collaborates with out of hours provider to ensure the Customer Services Department has consistent cover during business hours and to monitor and feedback on "out of hours" service levels to ensure a consistent quality service level is maintained
  • Deals with customer complaints to achieve a fair result considering both the customer and the company's view points
  • Ensures that all NHBC resolutions are escalated and communicated appropriately
  • Aims to maintain 5* NHBC status
  • Effectively manages and reviews In-House and NHBC feedback, driving and engaging in "lessons learned" to enhance future customers journeys

Your Experience

  • A demonstrable record of experience in a similar role within the industry
  • Must possess problem solving and decision-making skills
  • Able to remain calm, patient and professional whilst working under pressure
  • Excellent communication and organisational skills; must be able to liaise professionally and effectively with both internal and external customers
  • Must have strong time management, planning and negotiation skills
  • Self-motivated and proactive
  • Must hold a relevant CSCS card
  • Good listening skills
  • Valid UK Driving Licence
  • Working knowledge of COINS and 4P operating system
  • Experience of dealing with NHBC