Head of Customer Care – a national 5* and multiple award winning residential developer
Role: Head of Customer Care
Location: Northampton
Geographical region: Northamptonshire and The Midlands region
Working arrangements: Flexible working arrangements on offer between home, office and site
Head of Customer Care – About us:
A national 5* and multi-award winning residential developer who have built a reputation of building quality homes across The Midlands region. They have an excellent pipeline of work across The Midlands region and currently operate with a 5* HBF customer rating. They are passionate about what they do and want to attract the very best people in the industry to help them shape the future of the company.
Head of Customer Care – Job Purpose:
Due to continued growth and expansion across The Midlands Region (Northampton regional office), we are looking to further strengthen the Customer Care team with the appointment of a Head of Customer Care, responsible for the day to day running and operations of the Customer Care Discipline.
The role of Head of Customer Care reports to the Managing Director.
- The role is responsible for providing leadership to the Customer Care team comprised of Customer Care Office Managers, Field Operations Managers Coordinators, Administrators and Maintenance Operatives
- Ensure the Customer Care department is compliant with all SHE policies and procedures, putting the safety of our teams as first priority
- Ensure the Customer Care team are well-directed with clear guidelines to their own job responsibilities, and provided with full support in achieving these, in terms of communication, coaching, training and development, and the organisation of the administrative workload
- To oversee the Customer Care team within the relevant Operating Company, ensuring the drive for excellent customer satisfaction exists and is evident through MI reporting
- Ensure the company is represented at all NHBC Resolution & Claim Inspections. Ensure that all NHBC remedial works are completed within the specified timescales
- To ensure the service is provided within Company Guidelines, Group Standards and Procedures for Customer Care, to ensure customer satisfaction and maintain the company reputation
- Promote and act in accordance with all Group values, systems, policies and procedures
- Deliver a 5* customer journey
Head of Customer Care – About you:
- Previous experience managing Customer Care teams with knowledge of the housebuilding and construction industry - is desirable but not essential
- A true customer care champion
- Have a proven track record of managing high performing customer care teams, or teams within a highly customer centric environment
- Thrive in a busy, fast paced environment
- Positive, can-do attitude
- Ability to influence others and drive behaviours
- Ability to juggle multiple priorities and multi-task whilst remaining calm under pressure
- Resilient in the face of negativity
- Analytical individual who is experienced at reviewing data and identifying areas for improvement
- Demonstrate exceptional verbal and written communication skills
- Be intuitively customer centric, with a good understanding of business requirements and brand positioning
- Demonstrate an ability to learn different systems and be conversant with the basic Microsoft package (including Excel & PowerPoint)
Head of Customer Care – What about the benefits package?
- A highly competitive base salary - industry leading
- Competitive company bonus scheme
- Company Car Allowance
- Life Assurance
- 25 days holiday plus bank holidays
- Company Pension Scheme
- Private Healthcare
- Extensive choice of flexible benefits
- Extensive choice of company-wide benefits
For further information about the opportunity, please contact Jamie Ttophi on 07961 417881 or at [email protected]