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Location: Croydon CR0 (3 days in the Office - Home working on Mon/Fr)
Start Date: ASAP
Contract Type:Temporary ongoing
Weekly Hours: 35 hours per week
Job Purpose
The Customer Care & Quality Manager is responsible for ensuring a high-quality customer experience from property handover through the defect liability period. The role involves leading a team to manage defect reporting, ensuring high service standards, and working closely with contractors to resolve issues efficiently.
Key Responsibilities:
- Manage and support the Customer Care & Quality team to deliver high levels of service and meet KPIs.
- Oversee the logging and resolution of defects, ensuring they are addressed within agreed service levels.
- Maintain high property handover standards and ensure effective snagging processes.
- Act as the main point of contact for escalated customer complaints, ensuring timely and appropriate resolutions.
- Work closely with contractors, developers, and internal teams to ensure smooth defect management and quality control.
- Provide performance reports and recommendations for service improvements.
- Manage budgets related to customer care, including compensation and goodwill gestures where appropriate.
Ideal Candidate:
- Strong leadership and team management experience in a customer service role.
- Experience in the property sector, particularly new-build homes, defect management, and handover processes.
- Excellent communication and problem-solving skills.
- Ability to manage complaints effectively and coordinate with external contractors.
- Experience using data insights to improve service delivery.
- Strong organisational skills with attention to detail.
- Familiarity with CRM systems and a data-driven approach to service improvements.
If you are interested in this position and meet the above criteria, please send your CV now for consideration.
If you require any additional information regarding the position, please call Lewis at Service Care Solutions on (phone number removed) or send an E-Mail to (url removed)
