Salary: £35000 - £40000 per annum + + Car or car allowance
Customer Care Manager
My client is a Regional Contractor based in Liverpool looking to appoint a Customer Care Manager to start up their team.
The main purpose of the role is to provide an efficient and effective after-sales/maintenance service by rectifying defects ensuring maintenance works are carried out as required along with maintaining an effective working relationship with all customers. To understand, implement and adhere to SHEQ policy and strategy and ensure that all staff under your control also adhere to the same.
" Lead and Manage the Customer Care Department " Ensure the Customer Care team is structured and resourced to meet the changing needs of the business and deliver the best customer service. " Ensure that systems for administering customer care activities are effective and efficient. " Understand and continually review customer needs (Private Customer / RSL) " Handle and resolve high level / difficult customer complaints elevated from the Customer Care Coordinator " Liaise with peers in other regional business units to capture and share best practice " Communicate with department heads and other key employees who influence the customer experience to ensure they understand the customer " perspective " Continually review all customer-facing documents to ensure a consistent message and approach that upholds the company brand and quality standards " Train other disciplines in the delivery of customer care policies " Carry out random site inspections to establish the level of site presentation in the eyes of the customer " Carry out random Home Demo inspections " Carry out random Handover inspections " Feedback the results of inspections and audits to the site team and senior management " Analyse maintenance defects and costs to identify trends and recurrent problems and instigate corrective and preventative actions " Analyse the customer profile and associated customer needs " Feedback the results of all analysis to senior management and respective functional areas which are required to take action as a result " Monitor resultant actions taken and its impact on customer satisfaction " Manage the recruitment and induction of new employees " Responsible for the training and development of your staff
Key Skills, Knowledge and Experience
" Previous construction knowledge within house building or housing association " Onsite inspection experience " The ability to recognise construction defects and understand tolerances of warranty providers i.e. NHBC/Premier/LABC " Customer focused and previous client facing exposure. " The ability to deal with difficult situations. " Communicate in a clear and confident manner. " Ability to competently operate MS office (Word & Excel) " Up to date relevant knowledge of building legislation and Health and Safety legislation
My client is offering a salary of between £35k-£40k depending on experience plus car or car allowance.
How to apply
If you would like to be considered for this role and would like to discuss further either apply using the link below or feel free to contact Heather at Bromak on 07496 862 637 for a confidential chat.