Role: Customer Care Manager Location: Northwest Salary: Neg depending on experience – Plus package, car allowance and bonus New build Housing Permanent role Gordon Leak Associates are working with a well-established and highly reputable company who are looking for an experienced Customer Care Manager to join their team. Ideally, we are looking or someone who has worked in a New Build Housing environment however, my client will consider candidates from other construction industries. If you are a senior customer care coordinator who is ready to take the next step, my client may also consider your application dependent on experience.

Manage the smooth running of the department and ensuring that purchasers receive customer care satisfaction in line with the Home Inspection Guide.
monitoring and managing the performance of the Customer Care team, including allocation of sites to Co-ordinators.
Highlighting and reporting on repeated issues/common defects, poor-performing trades, and site staff to allow for positive intervention for senior management.
Undertaking routine reviews of work being carried out by Customer Care Technicians and sub-contract trades.
Validating complaints and resolving problems quickly & efficiently seeking direction where required.
Issuing and following-up on contractor’s reports and outstanding issues.
Carrying out preparations for clearance of Customer Care invoices, including contra charge letters
Deputising in the absence of the Head of Customer Care, as required, including but not limited to management of the team and liaising with the company’s marketing and PR provider in relation to social media activity linked to the provision of Bloor Homes after care service.
Assisting with the management of the team, suppliers and sub-contract trades to resolve issues and make appointments for attendance through the co-ordination of diaries.
Checking and ensuring work has been carried out to the purchaser’s satisfaction.
Dealing with customer complaints including social media notifications using the Escalation Policy.
Setting challenging KPI’s when contracting new maintenance companies, ensuring standards are maintained.
Understanding and interpreting all relevant legal correspondence and work with Bloor Homes’ legal advisors on the next steps.
Assisting with End of Defects Inspections
Attending meetings that may be necessary in the performance of your duties.
Complying with and upholding company policies and procedures.
Undertaking any additional tasks as may reasonably be required from time to time.
Ensuring all Health and Safety aspects

ESSENTIAL SKILLS / ATTRIBUTES

Full driving Licence
Experience of supervising a team.
Some experience/knowledge of the housebuilding industry
Experience in using CRM software with good technical knowledge in house building.
Excellent negotiating skills and financial awareness.
Knowledge of NHBC/LABC procedures.
Computer literate in Microsoft Office applications.
Caring and empathetic towards others.

Please apply, and we will be in touch with suitable candidate, or contact Jennifer Bennett directly

Gordon Leak Associates Ltd

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Customer Care Manager - Housing (Permanent)