Customer Care Office Manager

Overview

The Customer Care team ensures home buyers receive the very best care following their home buying experience. The role is customer facing and involves supporting customers to keep homes at the highest standard.

Responsibilities

• Ensure the Customer Care office team is compliant with all relevant SHE policies and procedures.
• Manage and supervise the Customer Care office team to fully implement BDW standard policies and procedures, ensuring customer issues are dealt with professionally, quickly and to their complete satisfaction.
• Provide clear guidelines and support for staff to meet their responsibilities through communication, training and administration.
• Maintain telephone cover throughout the working day.
• Attend weekly internal meetings, resolve issues and produce Action Logs.
• Liaise and coordinate with Construction, Commercial, Technical and Sales departments to handle Customer Care issues quickly and efficiently.
• Ensure all administration and IT systems are fully utilised and managed, recording defects, complaints and contacts within the iCARE IT system.
• Provide management information on key performance indicators to the Head of Customer Care.
• Act as first point of escalation for Customer Care Coordinators & Administrators for queries and concerns.
• Work closely with the Customer Care Operations Manager on defect management from inspection to completion.
• Efficiently manage and resolve service requests, ensuring Site teams, operatives & subcontractors meet defined SLAs.
• Ensure remedial works are completed in accordance with Company and NHBC guidelines.
• Monitor cost control for any works carried out, using the contra charge module when appropriate.
• Undertake annual and interim PDRs with Customer Care Coordinators/Administrators.

Qualifications

• Proven track record in a similar Customer Care role; previous house building knowledge is not essential.
• Performance and results driven.
• Self disciplined individual with excellent time management skills, flexible to achieve results.
• Good interpersonal skills and ability to work with people from diverse backgrounds.

Benefits

• Competitive Bonus Scheme
• Private Medical Cover - Single Cover
• Annual Medical Health Assessment
• 26 days' holiday (increase by 1 day for every 3 years' continuous service up to 29 days)
• Private healthcare support with virtual GP, physio and talking therapies; can add family members.
• First class pension schemes, up to 10% employer contributions.
• Access to employee loans and savings accounts, house purchase discounts.
• Cycle to Work scheme, reduced hotel rate, discounts at major retailers.
• Paid volunteer and study leave, enhanced family friendly policies including Parents and Carers leave.
• Share buying scheme.

Where you'll be working

The role may involve office based work, on construction sites and sales offices, and working from home depending on the assignment.

About diversity and inclusion

We are committed to an inclusive culture where anyone, regardless of gender, race, age, sexuality, disability, background or other characteristic, can progress and be proud to work for us.