Customer Care Office Manager

The Customer Care team make sure home buyers receive the very best care following their home buying experience.

Reporting to the Head of Customer Care or Customer Care Manager, being responsible for the day to day running of the Customer Care office, ensuring customer satisfaction and working to meet defined KPI performance targets.

• Ensure that the Customer Care office team is compliant with all relevant SHE policies and procedures, putting the safety of our teams as first priority
• Manage and supervise the Customer Care office team effectively, to ensure that the Customer Care Department fully implements the BDW standard Customer Care policies and procedures, and that all issues raised by the customer are dealt with professionally, quickly and to their complete satisfaction
• Ensure the staff working in the Customer Care Office team are well-directed with clear guidelines to their own job responsibilities, and provided with full support in achieving these, in terms of communication, training and the organisation of the administrative workload
• Ensuring the department is able to provide continual telephone cover throughout the working day
• Attend weekly internal meetings with staff to resolve any issues, and produce Action Logs for any issues arising
• Liaise and co-ordinate with the Construction, Commercial, Technical and Sales departments to ensure Customer Care issues are handled quickly and efficiently
• Ensure that all administration and IT systems are fully utilised and managed effectively to achieve the objectives set by the company, in particular, that all defects, complaints and customer contacts are fully recorded within the iCARE IT system
• Provide management information to the Head of Customer Care to monitor BDW standard key performance indicators
• Be the first point of escalation for the Customer Care Coordinators & Administrators for both queries and customer concerns
• Work closely with the Customer Care Operations Manager to ensure the smooth administration and coordination of defect management from inspection through to completion
• Efficiently manage and resolve service requests, ensuring Site teams, operatives & subcontractors meet defined SLA's
• Ensure that remedial works are completed in accordance with Company and NHBC guidelines
• Attend weekly internal meetings with staff to resolve any issues, and produce Action Logs for any issues arising
• Ensure cost control is monitored for any works that are carried out, including the use of the contra-charge module where appropriate
• Undertake annual and interim PDR's with Customer Care Coordinators/Administrators
• Promote and act in accordance with all Group values, systems, policies and procedures

Being in a customer-facing role with us is a little bit different than most businesses. Our customers expect their homes to be of the highest standard, and you'll make sure they are, by being on hand with answers and practical help. Because of the things you'll be dealing with we look,ideally, for construction or building experience. More importantly than that though, is your passion for quality and professionalism.

You will be expected to: