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Hill Group are looking for a Customer Service Manager to join the team, based in the Cambridge area.
Role overview:
Responsible for the delivery and reporting of everything within the region related to Customer Service. Management of the regional coordinators, operatives, sub-contractors, and suppliers to ensure the region delivers the service that is expected of a 5 star house builder. Responsible for meeting or exceeding the Customer Service KPls and ultimately achieving exceptional customer satisfaction surveys from both customers and clients alike. Responsible for carrying out the final ''RTMI" inspection and maintaining quality standards within the Hill Group. Ensuring support is given to the direct Customer Service team and received from the wider regional team members to enable excellent service delivery. Part of the Regional team with circa 500 plots in warranty across c20 schemes
Key Results Areas:
Delivery
Completion of daily defects within prescribed timescales to achieve targeted success rate
Management of daily defects, EOD' s, latent defects and stock plot maintenance
Technical support for the customer service team
First line management of in-house operatives to ensure efficiencies are maximised
Manage the EOD process to ensure the making good certificate and subsequent retention released are obtained on time and in line with the projected due dates
Provide personal written communication where required to close off defects or provide the customer or client with a detailed response
Ensure the Department Processes and Procedures are adhered to at all times
Vehicle Management
Store Management
Quality & Compliance
RAM' s are to be provided, approved and issued for all activities, in- house and supply chain
Responsible for ensuring all operations under instruction from Customer Service are carried out safely with all appropriate measures undertaken to ensure this is the case.
Ensure that all plant and equipment is maintained and certified as per statutory requirements
Ensure Health and Safety training is up to date and relevant to operatives
Accepting the home as being completed to the Hill quality standard via the RTMI sign off process on behalf of the customer
Ensure workmanship is of an excellent quality and first-time fixes kept to a maximum
Ensure a professional standard is maintained at all times
Undertake routine site visits to monitor quality of work being produced by the operative and sub-contractor
Regular inspections of operatives vans for tidiness and cleanliness
Smart presentation of oneself, representing the company to external clients, customers, and tenants
Maintain corporate image at all times
Professional presentation of reports and work at all times including accuracy and forward thinking to deliver on time
Follow Customer Service Processes and Procedures
Customer
Provides support to the customer service team and is received from the wider regional team members to enable excellent service delivery
Works collaboratively with the Sales & Production teams ensuring that the Customer Journey is carried out resulting in minimal risk escalations
Communications with Customers is consistently at a high standard and builds effective relationships
Experience in Customer Services or site management and can demonstrate an excellent understanding of customer needs and delivering to their requirements
Financial
Ensure EOD inspections are undertaken at the earliest opportunity, and that all works identified at EOD are closed out within 13 weeks to allow retention recovery
Ensure in-house operatives and general maintenance operatives have works booked in to maximise efficiencies
Obtain estimates and quotes wherever possible and challenge costs
Follow the Contra Charge process and ensure maximum recovery is made where evidence confirms it is reasonable to do so
People Management
Direct Management of Operatives
Performance Reviews to be carried out with Operatives and Coordinators
Carry out Audit of quality of work for Operatives
Management of supply chain
Direct Communication and Management of Coordinators.
Training of Operatives
Success Measures:
Demonstrates exemplary standards of Customer Service, understanding their needs and delivering on promises
Meets and often exceeds Customer Service KPIs
Achieves exceptional customer satisfactions surveys from both customers and clients alike
Follows Hill QA process and carries out ready to move into inspections across the region
Attends end of defects inspections with our Partnership clients & representatives
Provides support to the customer service team and is received from the wider regional team members to enable excellent service delivery
Provides regular reports to the Regional Director
Implements best practice
Identifies areas of risk
Works collaboratively with the Sales & Production teams ensuring that the Customer Journey is carried out resulting in minimal risk escalations
Effectively leads a team of Operatives and Coordinators continually driving quality and raising standards
Manages multi-trade operatives and Customer Service Co-ordinators and liaises with Sub-contractors and suppliers to ensure the region delivers the service that is expected of a 5-star house builder
Defects are investigated and resolved in an efficient and professional manner
Meets deadlines
Communications with Customers is consistently at a high standard and builds effective relationships
Complies with all Health and Safety requirements
Skills, Experience and Attributes:
Experience in Customer Services or site management and can demonstrate an excellent understanding of customer needs and delivering to their requirements
Proven technical knowledge of the house building industry
Has the ability to solve problems
Strong organisational skills
Has the technical knowledge required to investigate and resolve defects
Excellent time management skills, meets deadlines
Outstanding communication skills, verbal and written
A high level of financial acumen
The ability to lead and manage a team
Demonstrates an understanding of H&S requirements
