Customer Service Manager

Customer Service Manager – Glasgow

Salary - £45000 - £50000

You will ensure customers receive clear communication and a quality of service to ensure that we meet their expectations relating to reported defects with their home throughout the customer journey. Early intervention & engagement with the customer is critical in this role with a natural drive to reach a satisfactory outcome as quickly as possible. You will be responsible for identifying the root cause of issues and working cross functionally to minimise unnecessary recurrence of defects.

Key Responsibilities:

• Deal with customer issues raised through the customer service team and ensure all works are completed to the required standard. Escalating where required.
• Respond to customer’s issues in a timely manner and organise sub-contractors and materials as required.
• Visit customers at their homes as required to conduct inspections, agree scopes of work, rectify and resolve defects, monitor and act on any deviation from the agreed works and timescales.
• Project manage works and investigate construction issues that occur. Identify and highlight recurring themes to ensure repetition is avoided.
• Ensure at all times that we work within our agreed budget and include new issues that arise with accurate costs / quotes before works begin.
• Manage sub-contractors to ensure that work is completed within agreed timescales and highlight any issues and non-compliance.
• Build positive relationships with internal teams and external business partners, and source specialist contractors where required.
• Liaise with all other functions on a regular basis to provide on-going feedback.
• Act fast to contain customer issues / complaints and avoid unnecessary escalation.
• Adhere to strict Health and Safety regulations.
• Liaise with NHBC claims investigators as require and oversee resolution & section 3 claims and ensure valid works are carried out within timescales provided and the customer / homeowner is fully updated at all times.
• Identify opportunities to improve process and ways of working