Job Ref: 212540708

Date: 2020-10-05 14:59:02

Apply Now

TSR are currently recruiting on behalf of a top 10 new build housing developer for a Customer Care Director.
Duties
* Champion the customer throughout the regional business, balancing customer needs with business requirements and presenting a compelling case for internal change and improvement
* Agree priorities and standards and deliver upon these, managing the Customer Care team to continually improve processes and outcomes
* Manage your team to deliver what Customers need and to continually improve the efficiency and effectiveness of the Customer Care Team. In addition, ensure that you build a positive team culture with strong positive engagement NHBC resolutions and highlight trends where relevant
* Effective working relationships are an essential part this role requiring the job holder to be a strong team player and team builder to ensure all targets are achieved. Establishing relationships with key stakeholders both internally and externally, such as, Senior Colleagues within the Regions/Group and relevant functions and external relationships with Contractors, Suppliers, Purchasers, Building Control Inspectors and NHBC
* Monitor NHBC resolutions and highlight trends where relevant, ensuring that open issues remain at a controllable and reasonable volume; priority being given to any open issues approaching internal SLA’s, working closely with all departments to anticipate and minimise any potential risks through the customer journey and ensuring full adherence to the Hallmark Process
* When resolving escalated customer issues, act promptly and where necessary visit the customer personally to agree a plan of action
Responsibilities
* To lead and build a motivated and engaged team
* To recruit the right talent into the business
* To develop your team members by enabling and motivating them to be the best that they can, building a strong talent pipeline to support the growth of the Business, completing Talent Mapping and Succession Planning bi-annually ahead of the mid-year and year-end Performance Development Reviews and discussing the outputs in these meetings
* To undertake bi-annual Performance Development Reviews with your team members and effectively managing any concerns that arise relating to these and to support team members Personal Development Plans
* To address confidently and competently performance, behavioural and absence issues in a supportive manner and taking the necessary actions to improve these while ensuring team members understand their personal responsibilities in these areas.
TSR are acting as an employment agency, if you do not hear back within 7 days your application has been unsuccessful

Apply Now