Customer Care Office Manager

Location: Yaxley

My client, a leading house builder is seeking a Customer Care Office Manager.

The role will involve:

* Manage the department team effectively, including setting clear standards in the workplace, conducting professional development reviews and coaching and training of all team members to ensure employees achieve company KPIs and maintain NHBC Customer Satisfaction and company standards.

* Ensure correspondence to customers and customer defects are dealt with in a cost‑effective, professional and timely manner, to ensure the Pledge and Customer Care Policies and Procedures are adhered to.

* Responsible for identifying and resolving customer escalations (pre‑complaint), as well as supporting the resolution of all formal complaints in accordance with company procedure.

* Attend site as and when required to meet with customers, the site team and the Customer Care Maintenance Operatives/Operations Manager.

* Work cohesively with other departments across the company (i.e., Construction, Sales, and Accounts) to ensure communication is optimal and the company achieves its KPIs.

* Comply with responsibilities as defined in the Group's HS&E Policy and ensure compliance throughout team.

What experience do I need?

* Customer Service experience is essential

* Experience of managing a team

* Excellent communication skills, both written and verbal

* Fully conversant with Microsoft Package, including Excel and Word