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Customer Service Manager

  • Location: Bristol
  • Salary: £50k per year + Package & Bonus
  • Job Type:Permanent

Posted 12 days ago

  • Sector: Residential, Construction
  • Contact: Sadek Rahman
  • Contact Email: Sadek.Rahman@anderselite.com
  • Contact Phone: 0207 7437513
  • Expiry Date: 10 June 2022
  • Job Ref: 396868SRA

Are you an experienced Customer Service Manager capable of managing a team, ensuring the highest level of service expected from a 5-star housebuilder? This is an excellent opportunity to join a leading company in the Residential sector in a prestigious role as Customer Service Manager in Bristol.

Due to increasing number of developments in the South & South West, my client are looking for a Customer Service Manager to join them on a permanent basis.

Duties include:

• Managing the Customer Service Technicians & Assistant Customer Service Managers, monitoring service levels to ensure the delivery of a consistent and quality service.
• Managing and monitoring maintenance defects that is allocated to the Technicians and carried out within the agreed timescales.
• Carry out quality assessments on technicians’ work, feedback as appropriate to continually improve the service we offer.
• Ensuring the delivery of a consistently high quality, professional service to both internal and external customers.
• Strive to achieve excellent customer survey results via inhouse and NHBC.
• Promotes effective communication between site and office working departmentally as a team towards the same objectives.
• Implement systems and procedures which enable all valid maintenance requests to be acknowledged, actioned and resolved within the agreed timescales.
• Implement a priority system to ensure customer queries are dealt with efficiently according to problem type and customer sensitivity.
• Implement and review procedures which enable all queries to be dealt with in standardised, effective manner.
• Educate and advise all internal personnel in Customer Service procedures.
• Ensure the Customer Services Department has consistent cover during business hours and to audit “out of hours” service levels to ensure a consistent quality service level is maintained.
• Actively participate in product development/improvement by sharing recurring defect and contractor performance with the technical and commercial teams.
• Work closely with the commercial team to highlight forthcoming development cost abnormalities and the recovery of same where necessary.
• Carry out plot checks, ensuring defects are resolved before handover to the customer.
• Deal with escalate customer complaints to achieve a fair result considering both the customer and the company’s viewpoints.
• Ensures that all NHBC resolutions are escalated and communicated appropriately.

The successful candidate will have:

• CSCS card
• Valid UK Driving License
• Knowledge of COINS and 4Projects
• Experience of dealing with NHBC
• Previous experience in a similar role within the industry
• Self-motivated and proactive, with effective Time Management skills
• Good problem solving and decision-making skills able to remain calm, patient and professional whilst working under pressure
• Excellent communication and organisational skills liaise professionally / effectively with internal and external customers
• Strong people management, planning and negotiation skills

If you are interested in applying for this role, please contact Sadek directly or click Apply Now and submit your CV.