Customer Service Manager
11 days ago
Crawley
Customer Service Manager 12-month contract in the Crawley area – start ASAP Your new company One of the UK’s largest housebuilders, known for delivering affordable, multi-tenure housing through both private developments and partnerships.Your new role As the Customer Service Manager, you will provide day-to-day management and support to the Customer Service office and technician teams to provide an exceptional, consistent level of customer service to all local partnerships and open-market sales customers and assist the business in maintaining high customer satisfaction scores. • Review all open cases and jobs with each coordinator, discuss any past SLA cases and ensure the coordinator is equipped to ensure service delivery can be maintained., • Ensure Health & Safety processes are followed to ensure safe working in customers' homes., • Distribute Subcontractor reports and highlight any non-performance or poor delivery issues., • Review and oversee all job quotes with the Customer Service Director and manage the invoice payment process through a review of all submissions with the Coordinators., • Complete a review prior to customers entering their 9-month survey window, to ensure that we are achieving leading customer service standards and performance measures in order to achieve our HBF target., • Attend escalated complaints to ensure that an amicable solution is reached where required., • Managing a small team of 2 coordinators., • 50% of the job you will be out visiting our customers across the M23 corridor. What you'll need to succeed, • Previous experience in Customer Service, leading operations and delivering excellent service to vendors, partners and customers, • A background in Construction/House Building would be advantageous., • Proven experience with complex customer resolution, • Working with multiple teams in a fast-paced and challenging environment, • Positive mentality and resilience are key., • Full Driving licence with a willingness to travel, • Previous experience in people management would be ideal.What you'll get in return, • Competitive basic salary and annual bonus, • Company car, car allowance or travel allowance, • Up to 33 days annual leave plus bank holidays increasing to up to 39 days with service., • 2 Volunteering days per annumWhat you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. 4746147
