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- Join our Customer Experience team as a Customer Care & Quality Manager and play a crucial role in delivering excellent service to new homeowners.
- Overseeing a dedicated team, you’ll ensure defect logging, resolution, and handover standards are met efficiently.
- As part of a transformative period at our Housing service, your focus will be on maintaining high quality and fostering strong collaboration between customer care and construction teams.
- Team Leadership: Guide and manage Customer Care & Quality Executives, achieving KPIs and inspiring top performance.
- Quality Assurance: Set and document handover standards to guarantee customer satisfaction.
- Defect Management: Ensure timely defect resolution, escalating as needed for quick action.
- Stakeholder Collaboration: Work with Delivery Teams to uphold agreed standards, ensuring customer satisfaction at every step.
- The ideal candidate is a proactive manager with a solid background in customer service and defect management, as well as strong CRM, Excel, and reporting skills. You should be detail-oriented, excel in a fast-paced environment, and bring transferable skills if new to defect management.
