Customer Service Manager

Customer Care Manager
Location: Stansted
Salary: £55,000 - £60,000

We are partnering with an award-winning housebuilder, currently experiencing significant growth, to recruit a Customer Care Manager. This is an exciting opportunity for an experienced professional to enhance customer satisfaction and maintain the company's reputation for excellence.

As Customer Care Manager, you will be the primary point of contact for customer care on-site, ensuring smooth resolutions for defects and delivering exceptional service to homeowners. Working closely with the Project Manager, Customer Care Operative, and Customer Care Coordinator, you will be responsible for managing expectations and continuously improving service quality.

• Serve as the main customer care liaison on-site, managing expectations and resolving defects efficiently.

• Build and maintain positive relationships with customers from the exchange of contracts through to completion.

• Conduct Quality Inspections on completed units, ensuring all identified issues are rectified promptly.

• Utilise Site Audit Pro software to document inspections and maintain accurate records.

• Oversee the handover process, ensuring all documentation is complete and properties are ready for legal completion.

• Deliver professional and informative Home Demonstrations to new homeowners, providing guidance on property maintenance.

• Coordinate with subcontractors to ensure timely and high-quality remedial work, holding them accountable for defect resolution.

• Manage contra-charges, ensuring costs for defective work are recovered from responsible parties.

• Provide feedback on subcontractor and supplier performance, assisting in future selection processes.

• Regularly report on customer care trends and performance to senior management, aiming to be one of the top-performing housebuilders in customer satisfaction surveys.

• Proven experience in a customer care or site management role within housebuilding or construction.

• Strong knowledge of Building Regulations, NHBC standards, and industry best practices.

• Excellent communication and relationship-building skills, ensuring a seamless customer experience.

• Ability to manage multiple priorities in a fast-paced environment.

• Experience using COINS and Site Audit Pro software is desirable.