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Location: West Croydon, London
Job Type: Hybrid (Ongoing Temporary)
Salary: 31ph umbrella
About the Role:
We are currently seeking a Customer Care and Quality Manager to join the Development division of our housing group, which is undergoing significant business and cultural changes. This role is crucial in ensuring that our customers receive the best service and experience at each touchpoint of their journey, from initial enquiry to post-move-in care.
Main Responsibilities:
- Lead and manage the Customer Care & Quality Team, ensuring all defects are logged and appropriate policies and procedures are in place for the highest quality new home handover.
- Collaborate closely with the Delivery Team to manage contractors and ensure timely completion of works.
- Set and document handover standards, working with Delivery to ensure these standards are met.
- Develop and manage a strategy for Benchmark Snagging to maintain high-quality home standards.
- Handle customer queries and ensure communications are professional, meeting the Clarion standard.
- Manage escalated complaints and associated budgets for compensation or goodwill gestures.
- Produce performance and standards reports to maintain visibility and drive improvements in customer service.
Key Skills and Experience Required:
- Proven experience leading a high-performing team.
- Strong background in customer service with a focus on delivering high satisfaction levels.
- Experience with new build homes, including snagging, practical completion, and property handover processes.
- Effective communication skills, both oral and written.
- Ability to use data and information to improve standards and processes.
Preferred:
- Experience in Shared Ownership is advantageous but not essential.
Application Process: If you are driven, detail-oriented, and ready to lead a team towards delivering exceptional customer care, we would love to hear from you.
