My client are a five star house builder who are proud of their reputation for quality build and design, high specification and dedicated customer service. The company employ specialists from a broad range of disciplines, giving them an extensive in-house expertise to see housing projects of all sizes through from start to finish.
They currently have an opportunity for an experienced Customer Care Manager to manage the customer care operation from their office near Warrington to cover their designated geographic area (Manchester), delivering the Customer Care promise as identified in the standards in the customer journey.
Main responsibilities " Visit customers and assess works required and manage rectification, when required " Conduct a quality audit on each designated site on a quarterly basis and complete all reports and administration documents as required " Conduct final inspection visits on build completions " Ensure that all reported defects are dealt with in a cost effective, timely and professional manner to the satisfaction of the purchaser " Prepare monthly plans with Customer Care Technicians and agree job priorities " Ensure that any major issues are reported to the Associate Customer Care Director immediately " Identify common complaints/defects and report to Associate Customer Care Director " Ensure that all NHBC resolutions are escalated and communicated appropriately
The successful candidate must have at least 3 to 5 years previous experience working as a Customer Care Manager or Site Manager, for a residential house builder. Additional skills required include:
" Detailed understanding of NHBC customer handover requirements " Have managed a team of more the 5 people " Ability to demonstrate excellent communication skills " Ability to display a tactful and assertive attitude " Ability to handle complaints and difficult situations " Excellent problem solving and decision making skills " Ability to remain calm and patient whilst working under pressure " Have strong organisational, people management, planning and negotiation skills " Applicants must hold 5 GCSEs / GCEs including Mathematics and English and/or.BTEC diploma in Building Construction or an NVQ Level 2 (or similar).City and Guilds in relevant trades " Valid CSCS card " Hold a full driving licence
The company offer a competitive salary with a company car, pension, healthcare and company bonus scheme.
If you are interested in this vacancy please and would like to apply, please contact Heather at Bromak on 01204 554 884 or email your CV to Heather.Bentley@bromak.com