Customer Service Manager

Key Purpose of Role-Customer Service Manager

To be responsible for the management of the Customer Service Department including but not limited to: Department employees, management meetings, reporting and data, effective resolution of defects and complaints reported, implementing, and maintaining company procedures and policies, and introducing consistent improvements within the department.

To be responsible for the allocation of resources: including Customer Service Operatives and Contractors to undertake agreed work in occupied homes, ensuring the Department has the resources and support to remedy issues promptly and cost effectively.

Key Duties / Responsibilities

• To collate and manage the information and data prior to Legal Completions and works taking place after Legal Completion by the Department and Site Teams. Collate all paperwork relating to plots in line with company procedures and inform the Contracts Managers and Site Teams of requirements.
• To ensure CRM pre-occupation inspections are undertaken efficiently and improvements to the role are implemented.
• Manage the coordinators weekly reports and paperwork in line with procedures and assist the coordinators with the timely completion of defects, queries, and complaints.
• Address unsuccessful or inadequate remediation of customer issues.
• Deal effectively with complainants and ensuring the complaints procedure is adhered to and maintain information for management meetings.
• Ensuring team training and development requirements are met and achieved.
• Manage the work of contractors and remedy inadequate contractor outcome.
• To ensure all regional procedure information and records are updated, that data is being recorded for all customer issues, ensuring accuracy on figures for reporting.
• Report monthly to the board with statistics and figures.
• To ensure the correct allocation of work to the existing Site Teams, Contractors, and the Customer Support Operative team and that the management of diaries is maintained.
• Ensuring safe working practice of Customer Service Operatives is adhered to.
• Manage of Operatives timesheets, any overtime, company vehicles, and trackers.
• Management of any Warranty Provider Claims and dealing with claims upon receipt until resolved.
• Liaising with the Commercial department to ensure the Customer Services Department is cost effective.
• To ensure that the out of hours service information is updated, and efficiently deal with any emergencies reported to them.
• Develop and improve relationships with Contractors and clients.
• Implementation of required and ongoing improvements within the department.
• Assist in the enhancement of the Company reputation and promote Company values.
• Manage and exceed customer expectations to provide a quality service.

Person Specification: Customer Service Manager

Qualifications

Qualified by experience or Construction Industry qualifications.

Experience

Experience of working in a similar role in a house building company and extensive Customer Service experience.

Key knowledge and skills

Extensive knowledge of Construction practices, standards, and products.

Ability to engage effectively on all levels and give advice and guidance at any level.

Highly motivated and the ability to motivate and lead others with strong interpersonal skills.

Excellent personal organisational skills and the ability to organise others effectively.

Highly developed verbal and written communication skills.

Clear decision-making skills and the foresight to assist and develop others.

Effective time management skills and ability to prioritise workload.

Capable of working well under pressure in a fast-moving environment with ability to adapt to constant changing priorities and deadlines.

Personal attributes

Excellent communicator with exceptional personal drive and determination to achieve and exceed set targets.  Flexible and adaptable personality with a strong will to succeed.