Are you a seasoned Customer Care Manager looking to join a prestigious Regional House Construction Company who operate in the Northeast and Northwest of England?
Then look no further!
With your application you will be joining a leading regional premium house building company dedicated to creating beautiful, high-quality homes. With a reputation for excellence and a commitment to delivering exceptional customer service, they take pride in their work and strive to exceed their clients' expectations. As they continue to grow, they are seeking a passionate and experienced Customer Care Manager to join their dynamic team.
Job Overview:
As the Customer Care Manager, you will be responsible for ensuring the highest level of customer satisfaction throughout the home buying and ownership process. You will lead a team of customer care professionals, develop and implement customer service policies, and handle escalated customer issues with a focus on resolution and relationship building. This role requires a proactive, customer-centric approach, exceptional communication skills, and a strong understanding of the house building industry.
Key Responsibilities:
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Team Leadership: Lead, mentor, and develop a team of customer care professionals, fostering a positive and supportive working environment.
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Customer Satisfaction: Ensure exceptional customer service is provided at all stages of the customer journey, from pre-sale to post-completion.
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Issue Resolution: Handle escalated customer issues, working closely with internal teams to resolve problems efficiently and to the customer's satisfaction.
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Policy Development: Develop and implement customer care policies and procedures that align with company standards and regulatory requirements.
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Feedback Management: Gather and analyze customer feedback to identify areas for improvement and implement actionable solutions.
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Quality Assurance: Monitor and evaluate the performance of the customer care team, implementing training and development programs as necessary.
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Reporting: Prepare regular reports on customer care metrics and performance, presenting findings to senior management.
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Stakeholder Collaboration: Collaborate with sales, construction, and aftercare teams to ensure seamless communication and a consistent customer experience.
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Continuous Improvement: Stay up to date with industry trends and best practices, continuously seeking ways to enhance customer care operations.
Qualifications:
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Experience: Minimum of 5 years’ experience in a customer care or customer service management role, preferably within the house building or construction industry.
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Leadership: Proven experience in leading and developing a customer care team.
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Communication: Excellent verbal and written communication skills, with the ability to handle challenging situations with tact and diplomacy.
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Problem-Solving: Strong problem-solving skills and the ability to think creatively to resolve issues.
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Customer-Centric: A genuine passion for providing exceptional customer service and enhancing the customer experience.
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Organizational Skills: Highly organized, with the ability to manage multiple priorities and deadlines effectively.
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Technical Knowledge: Familiarity with customer-care software and tools, and an understanding of construction processes and terminology.
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Education: A degree in Business, Management, or a related field is preferred but not essential.
Why Join them?
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Innovative Culture: Be part of a forward-thinking company that values innovation and quality.
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Career Growth: Opportunities for professional development and career progression.
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Supportive Environment: Work in a supportive and collaborative team environment.
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Competitive Salary: Receive a competitive salary and benefits package.
How to Apply:
If you are a dedicated customer care professional with a passion for delivering excellence and have the experience required to excel in this role, we would love to hear from you. Please submit your CV and a cover letter detailing your relevant experience and why you would be a great fit for this position