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Customer Service Manager


Ref No: VAC-304582_1505303436

Discipline: Customer Care Manager

Location: Lancashire

Industry: Fit-out, General Construction, House Building, Maintenance, Refurbishment, Trades

Type: Permanent

Working Hours: Full-Time

Salary: £40000 - £45000 per annum + Benefits

Start Date: ASAP

Customer Care Manager - House Building

A leading top ten house builder seeks to appoint an experienced Customer Care Manager. The company build a wide range of homes including three, four and five bedroomed properties.

They currently have an opportunity for an experienced Customer Care Manager to manage the customer care operation from their office in Lancashire to cover their designated geographic area in the North West delivering the Customer Care promise as identified in the standards in the customer journey.

Main responsibilities:

" Responsible for customer resolutions and escalated issues
" Managing a team of customer care maintenance staff and customer care coordinators
" 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 all NHBC resolutions are escalated and communicated appropriately

Experience Required:

The successful candidate must have at least 3 to 5 years previous experience working as a Customer Care Manager for a residential house builder. Additional skills required include:

" Detailed understanding of NHBC customer handover requirements
" 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


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