Customer Care Office Manager

My client are a five star house builder who deliver a high standard of customer care to their customers ensuring five star customer journey. The company currently have an opening for a Customer Care Office Manager to join their Team based in Warrington.

The Role - Customer Care Office Manager

Reporting to the Head of Customer Care or Customer Care Manager, being responsible for the day to day running of the Customer Care office, ensuring customer satisfaction and working to meet defined KPI performance targets.

Duties and responsibilities include:

" Ensure that the Customer Care office team is compliant with all relevant SHE policies and procedures, putting the safety of our teams as first priority
" Manage and supervise the Customer Care Office Team effectively, to ensure that the Customer Care Department fully implements the clients standard Customer Care Policies and Procedures and all the issues raised by the customer are dealt with professionally, quickly and to their complete satisfaction.
" Liaise and co-ordinate with the Construction, Commercial, Technical and Sales departments to ensure Customer Care issues are handled quickly and efficiently
" Be the first point of escalation for the Customer Care Coordinators & administrators for both queries and customer concerns
" Work closely with the Customer Care Operations Manager to ensure the smooth administration and coordination of defect management from inspection through to completion
" Ensure that remedial works are completed in accordance with Company and NHBC guidelines
" Ensure the staff working in the Customer Care Office team are well-directed with clear guidelines to their own job responsibilities, and provided with full support in achieving these, in terms of communication, training and the organisation of the administrative workload
" Attend weekly internal meetings with staff to resolve any issues, and produce Action Logs for any issues arising
" Ensure cost control is monitored for any works that are carried out, including the use of the contra-charge module where appropriate
" Undertake annual and interim PDR's with Customer Care Coordinators/Administrators
" Promote and act in accordance with all Group values, systems, policies and procedures
Skills & Experience required for the Customer Care Office Manager

" Proven track record in a similar Customer Care role, previous house-building or construction knowledge would be beneficial
" Positive, can-do attitude
" Performance and results driven
" Self-disciplined individual, with excellent time management skills, and flexible in order to achieve results
" Good inter-personal skills and ability to deal with people from a diverse background

In return for your skills my client offer a competitive salary and bonus scheme with 25 days holiday and additional company benefits to include pension and healthcare. The working hours are Mon - Fri 8.30am - 5pm or 9am - 5.30pm

If you are interested in this role, please contact Heather or apply via the link below.