Salary: Up to £40000 per annum + £3500 car allowance,+ package
Start Date: ASAP
Customer Services Office Manager - Based in West Yorkshire
Our client is seeking a highly motivated customer focused individual to join its Customer Service Team, as Customer Services Office Manager based in West Yorkshire.
The primary function of the role is to manage the Customer Services Co-ordination team including personnel, systems and procedures and be the first in line to resolve escalated complaints with customers and/or internal and external third parties. It is expected that regular meetings are held with the team to discuss any working practice issues that can be addressed with the North Division Customer Services Director.
Key Functional Areas:
" Organise and prioritise work-load of the co-ordination/administration team " Forward plan strategies to enable the team to function at times of heavy workload and absence " Ensure the Customer Services Manual is kept updated of current and relevant procedures/training " Attend regional meetings and become the face of the North Division Customer Services Co-ordination team offering opinion regarding regional customer issues including problem solving " Become the link between customer service/production field activity and the team ensuring the working day is efficient and effective " Promoting a 'can-do' attitude and creating a positive vibrant work space in a pressurised environment " To be the lead in escalation resolutions and be the sounding board for the team " Build relationships with Department Heads of non-customer facing disciplines to ensure the information gathering is made easier for the team and be a strong link between departments " Be the point of escalation for our partners and third parties i.e. Contractors and Consultants " Ensure regional communication is enhanced by visiting the North Division regions and building relationships with relevant personnel " Deal effectively with escalated complaints both written and verbal
Managing the Customer Service Co-ordination team:
" Liaise closely with the Regional Customer Service Managers and provide inspection support as and when required including representing the business at NHBC investigations " Ensure customer touch points are adhered to throughout the 24 month warranty period " Issue company documentation as and when required or requested to assist the homeowner in the use and understanding of their new home " Ensure we have the correct addresses and telephone numbers for all customers " Ensure accurate and speedy data input into the customer service operating system " Ensure the correct and effective co-ordination of remedial tasks with geographical radius " Focus on costs against budget and ensure that contra charge process/recovery is managed effectively " Build and sustain effective working relationship with our Out Of Hours emergency provider and introduce periodic meetings to monitor performance and address issues where required
Skills & Experience required
" Strong strategic, procedural and commercial mindset " Strong people management skills to make a difference to the working day of each member of the team with the " Ability to listen and understand any issues arising and deal effectively with them. " Experience of a similar managerial role within the house building sector is advantageous however, you must be able to demonstrate a track record of system, process and people management in the housebuilding industry. " Ability to professionally respond to written complaints and provide clear responses to customers and third parties. " Exemplary telephone manner with the ability to show empathy, sympathy and assertiveness when required. " Ability to effectively manage customer complaints, organise / prioritise remedial works, implement process improvements and build/ maintain relationships with both internal and external stakeholders to assist you and your team in the delivery of your daily tasks. " SMSTS qualification is preferable but not essential, and should you not be already, you will be expected to become CSCS accredited soon after you join. " Highly motivated and will make it your priority to ensure that our reputation for outstanding customer service is maintained. " Ability to work individually and in group situations and will possess in depth knowledge of NHBC standards, Health and Safety and building regulations, whilst understanding statutory limitation periods and customer litigation case law. " Sound working knowledge of Microsoft Packages such as Word, Excel and PowerPoint.
What's on offer?
The company offer a competitive salary (dependant on experience) along with a company car or car allowance, pension, healthcare, annual bonus of 10%, 26 days holidays plus bank holidays.
How to apply If you are interested in this opportunity and would like to apply, please contact Deena at Bromak for a confidential chat or apply via the link.