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Quality services manager
Customer Care & Quality Manager

Customer Care & Quality Manager

Service Care Solutions - Housing

Posted a day ago, valid for a month

Croydon, Surrey CR0 5RD

Part Time

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Sonic Summary

The Customer Care & Quality Manager position is based in Croydon CR0, requiring three days in the office and remote work on Mondays and Fridays.
This temporary ongoing role involves managing a team to ensure high-quality customer experiences during property handovers and defect liability periods.
Candidates should have strong leadership experience in customer service, particularly in the property sector, with a focus on defect management and handover processes.
The ideal candidate will possess excellent communication and problem-solving skills, with a salary of £45,000 per annum and a requirement of at least 3 years of relevant experience.
Interested applicants should submit their CV for consideration or contact Lewis at Service Care Solutions for more information.

Job title: Customer Care & Quality ManagerLocation: Croydon CR0 (3 days in the Office - Home working on Mon/Fr) Start Date: ASAP Contract Type: Temporary ongoingWeekly Hours: 35 hours per weekJob 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 or send an E-Mail to .uk

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