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Key Purpose of Role-Assistant Customer Service Manager
To assist the Customer Service Manager in the management of the Customer Service Department, including but not limited to; department employees, reporting, management meetings, the resolutions of complaints and introducing 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 Customer Service Coordinators have the resources and support to remedy issues promptly.
Key Duties / Responsibilities-Assistant Customer Service Manager
- To ensure; the safe working practice of Customer Service Operatives is adhered to, the management of diaries is maintained and time sheets are available on time.
- To collate and manage the information and data on Legal Completions and works taking place after Legal Completion by Site Teams. Collate all paperwork relating to these plots in line with company procedures and inform the Customer Service Manager and Site Teams of requirements
- Manage the Coordinator weekly reports and paperwork in line with procedures and assist the coordinators with defects, queries and complaints.
- Management of any Warranty Provider Claims and dealing with claims upon receipt until resolved.
- To ensure all regional procedure information and records are updated.
- To ensure data is being achieved and recorded for all customer issues, ensuring accuracy on figures for reporting.
- Assist with the correct allocation of work to the Customer Support Operative team, the existing Site Teams and Contractors.
- Manage Operatives timesheets, any overtime, vehicles and trackers.
- Monitor and manage the paperwork received from Site Teams in line with procedures.
- Allocate any Warranty Provider claim inspections and works as required to resolution.
- Manage the work of contractors and report inadequate contractor outcomes to the Customer Service Manager.
- To deal effectively with complaints received and maintain information required for Management.
- Address unsuccessful or inadequate remediation of customer issues.
- Support the Customer Service Manager with the implementation of improvements within the department.
- To ensure that out of hours services information is updated and deal with any emergencies.
- Take ownership of all ongoing customer issues which have been escalated to management level.
- Manage and exceed customer expectations to provide the quality of service required.
Qualifications
Qualified by experience.
Experience
Experience of working in a similar role in a house building company.
Key knowledge and skills
Ability to; work independently and within a team, prioritise work and take initiative.
Teamwork and leadership skills.
Excellent verbal and written communication skills.
Clear decision-making abilities and the foresight to assist others when required.
Excellent organisational skills.
Ability to work well under pressure in a fast-moving environment.
Effective customer complaint handling (Essential).
Personal attributes
Excellent communicator and highly motivated.
What we offer.
Competitive Salary
Company Car or Allowance
Annual Bonus
25 days holiday
Life Assurance
