Job Title: Head of Customer Care
Location: Solihull
Salary: Up to £70,000 + package

We are currently recruiting for one of the UK’s most successful housebuilders, the recipient of numerous awards. They have recently opened a new regional office to cover the South Midlands, this office is delivering circa 675 units annually and is currently running at 93% customer satisfaction equating to an HBF 5-star rating.

They are now recruiting a Head of Customer Care to service the regions customers, this a key role for the business reporting directly to the Managing Director. The successful candidate will help in the establishment of a brand-new customer care team, based out of new offices in Solihull and will be responsible for several sites located throughout Warwickshire, Northamptonshire and Bedfordshire.

Duties:
• Ensure the Customer Care department is compliant with all SHE policies and procedures.
• Manage the Customer Care team effectively, to ensure that all issues raised by the customer are dealt with professionally, quickly and to their complete satisfaction.
• Liaise regularly with the Construction, Technical, Commercial and Sales Departments to ensure Customer Care issues are minimised and handled efficiently.
• Ensure the Customer Care team are well-directed with clear guidelines to their own job responsibilities, and provided with full support in achieving these, in terms of communication, coaching, training and development, and the organisation of the administrative workload.
• Maintain a log of customer care issues for weekly review with the Construction Director & Managing Director.
• Ensure cost control procedures are followed for all remedial works undertaken.
• Ensure that all post-occupation remedial work is completed to the required standards, within timescales and in line with the requirements of the NHBC warranty, guidelines and Technical Standards.
• To own all customer complaints for the region and ensure they are acknowledged, investigated and resolved within target timescales.

Candidate Criteria:
• Previous experience managing Customer Care teams - knowledge of the housebuilding industry is essential.
• Positive, can-do attitude.
• Ability to juggle multiple priorities and multi-task whilst remaining calm under pressure.
• Resilient in the face of negativity.
• Ability to influence others and drive behaviours.
• Competent in the use of Microsoft Office packages and have excellent written, verbal and listening communication skills.

Package and Benefits on offer:
• Up to £70,000 basic salary at the top end for the ideal candidate.
• Company car / car allowance.
• Healthcare.
• Pension.
• Bonus scheme.

For more information please contact Chris Wright 0330 055 2229

Job Title:	Head of Customer Care
Contract Type:	Permanent
Location:	Solihull
Industry:	Construction
Salary:	£70000 per annum, Benefits: • Up to £70,000 basic salary at the top end for the ideal candidate. • Company car / car allowance. • Healthcare. • Pension. • Bonus scheme.
Start Date:	2019-07-09
REF:	09.07.19 HCC
Contact Name:	Chris Wright
Contact Email:	chris.wright@kentonblack.com
Job Published:	over 1 year ago

Head of Customer Care

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