Job Ref: 213539324

Date: 2021-04-14 10:11:10

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One of the largest and most exciting housing developers in the country.

Your Role

As a Customer Service Manager, you will be an integral part of the customer journey for my client. You will have a leading role during the NHBC Survey Period and more.

Responsibilities include;

Ensures the delivery of a consistently high quality, professional service to both external and internal customers
Liaise and correspond with your customer from the agreed point from exchange of contracts to occupation and at least the 1st three months after legal completion
Ensuring regular communications are sent to customers between exchange of contracts and completion
Ensure that homes are fully inspected in line with QC processes, conducting personal inspections of your customers homes feeding back to the construction team in a timely manner to ensure issues are rectified prior to legal completion
Develop and maintain a positive interaction with construction and sales to ensure all information is proactively and accurately relayed to your customer
Before and after completion ensure that all issues are logged on CRM (Coins) and closed out within the set service level agreements
Work closely with sales and construction colleagues to ensure you and the team are updated on all customer matters pre and post completion, effectively tracking and managing the customers journey
Ensuring best value for money practices and contra charging when required
Achieve and strive to exceed personal KPI's (Set by line Manager) to exceed industry standards
Strives to achieve excellent customer survey results
Effective customer contact at all set points through the customers journey, reviewing and managing appropriately, adapting customer requirements enhancing contact where appropriate
Clear documentation of customers journey throughout to provide a robust picture
Implements a priority system to ensure customer queries are dealt with efficiently according to issue type and customer sensitivity
Collaborates with customer service and site teams to manage and drive defect closure within set SLA's
Collaborates with out of hours provider to ensure the Customer Services Department has consistent cover during business hours and to monitor and feedback on "out of hours" service levels to ensure a consistent quality service level is maintained
Deals with customer complaints to achieve a fair result considering both the customer and the company's view points
Ensures that all NHBC resolutions are escalated and communicated appropriately
Aims to maintain 5* NHBC status
Effectively manages and reviews In-House and NHBC feedback, driving and engaging in "lessons learned" to enhance future customers journeysYour Experience

A demonstrable record of experience in a similar role within the industry
Must possess problem solving and decision-making skills
Able to remain calm, patient and professional whilst working under pressure
Excellent communication and organisational skills; must be able to liaise professionally and effectively with both internal and external customers
Must have strong time management, planning and negotiation skills
Self-motivated and proactive
Must hold a relevant CSCS card
Good listening skills
Valid UK Driving Licence
Experience of dealing with NHBC

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