Customer Care Manager

Description And Requirements

Ardmore have been at the forefront in delivering hundreds of major projects across London. Some of our iconic projects include the Corinthia Hotel, Old War Office restoration and the Ned.

We build homes, offices, hotels, schools, medical centres, parks, playgrounds – every facility our great city needs. And we do it with passion. With sensitivity. With style!

To ensure that client /customer expectations are met in relation to all defects arising on a project within the warranty period. Providing excellent customer service and managing works safely, to a high standard, within the timescales agreed for each project. 

The Project:

An RC Frame social and private housing project that consist of 1,2- and 3-bedroom flats across 443 units.

Valued at £125m it sits a stone’s throw away from Lewisham town centre.

Main Responsibilities:

• Ensure all defects are dealt with promptly, efficiently and to the satisfaction of the customer and the business.
• Manage contractors and CC operatives to ensure works are completed to a high standard, within the agreed timeframe.
• Coordinate/ attend project handover meetings, acquiring the relevant documentation and information from the project team, enabling the Customer Care team to independently manage the project throughout the warranty period. 
• Ensure works on site are carried out safely, ensuring that RAMS are approved before all elements of work.
• Attend all appointments where possible and post-inspect any works that are undertaken unsupervised. Challenge contractors or manage operatives where works are carried out unsatisfactorily.
• Respond to all defects reported by the client in line with internal protocol. Always offer a detailed and supported response where any issues are being disputed.
• Support the Customer Care Coordinators and assist with escalations, offering Technical knowledge where necessary.
• Source relevant project documentation and refer to drawings and specifications to assist with defects raised.
• Provide reports and updates, when requested, in respect of on-going issues and proposals for work.
• Apply technical knowledge and expertise to resolve defects. Where there is a knowledge gap, take initiative, carry out research and ask the relevant people for advice.  
• Manage complaints empathetically and professionally, bearing the customers’ and the business’ requirements in mind.
• Manage the End of Defects process. This includes coordinating and attending inspections with the relevant parties and ensuring all outstanding works are completed within timescales set by the client / business. 
• Lead on weekly Defects Progress Meetings for each project, with the relevant Customer Care Coordinator and outline actions following the meeting, setting target dates for each and ensuring these dates are met.

We’re Looking For:

• NVQ Level 6 in Construction management or equivalent.
• CSCS black card (management level) and an SMSTS
• NHBC Standards
• Knowledge of QA systems – Ideally Field view
• Knowledge of the New Home industry / construction and relevant experience in a customer care environment is essential.

Example of Company Benefits (Dependent on role level)

• Competitive Maternity, Adoption & Paternity Pay scheme
• Medical Cover (Most pre-existing conditions are covered) – Dependent on role level
• Competitive holiday allowances, starting with 25 + bank holidays and going up to 29 days + Bank holidays (dependant on length of service), Day off on your birthday also included!
• Competitive pension scheme to help you for when you retire
• Life Assurance (Paying 4* your salary)
• Relevant professional membership fees paid and continued support with your professional growth and Learning.
• Generous Staff referral scheme, paying up to £3,500
• The opportunity to save up to 25% on your bike via the Cycle to work scheme
• Discounts on 100's of retailers and Gyms

Further Information About the Role

Kindly be aware that this advertisement for our job vacancy may not encompass all assigned duties, responsibilities, or aspects of the role described. It is subject to potential amendments at the sole discretion of Ardmore.

For a full role profile, please contact us directly.
 

Equal Opportunities

Ardmore are an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender, reassignment, religion or belief, marital status, or pregnancy or maternity.

Reasonable adjustments

We would like you to perform at your best at every stage of our recruitment process. Please contact us if you require any reasonable adjustments to complete your application.

Candidate Privacy Notice

As part of our recruitment process for all roles including employees, consultants and subcontractors, we collect and process personal data relating to job candidates and potential candidates. We explain how we use personal information in the Candidate privacy notice. To view our Candidate privacy notice please visit the Ardmore Group website > Working for us > privacy notice.