Temporary Head of Customer Service

Head of Customer Service - 3 month Fixed Term Contract

A regional house builder have a temporary requirement for a Head of Customer Service to join their customer care team to support remedial works on new build housing developments in the Northwest area for a 3-month period.

• Responsible for ensuring defects are attended to in a reasonable timescale
• Promote client interface e.g. Building Housing Managers and Maintenance Managers relationships
• Promote a culture of cost control and recovery on site through specification of works and adherence to contract charge procedures
• Be an ambassador for the company and attend appropriate corporate and handover events
• Develop new ideas to improve the quality of build and after sales service
• Plan, prioritise and organise workloads on a daily basis
• Conduct handovers (developing a demonstration role), pre-sale and 12 month close of defects inspections on shared ownership and outright sale products
• Specify remedial works, allocate appropriate subcontractors and supervise this up to completion
• Maintain accurate audit trails and ensure documentation is filed in an organised manner
• Assess performance and work quality of subcontractors, and report issues to the Customer Care Manager
• Ensure improvement in customer satisfaction ratings
• Ensuring compliance at all times with Health and Safety procedures

• Ability to think strategically and coordinate complicated work programmes
• Demonstrate excellent interpersonal skills in dealing with internal and external customers
• Confident and able to demonstrate excellent negotiation skills
• Ability to communicate at all levels
• Must be able to stay calm, professional, efficient and display patience when dealing directly with customer complaints
• Recognise the importance of customer service and meet the standards required when dealing with both internal and external customers
• Ability to run, organise and prioritise - paying attention to detail in a methodical manner
• Good technical knowledge of various trades, including electrical, plumbing, and specific understanding of defects and specification of remedial works
• Able to evaluate and assess technical and commercial issues and make informed decisions
• Self-motivated, working as part of a team under own initiative

This will be a 3 month fixed term contract

In return for your skills the company are offering a competitive salary and company benefits including a pension scheme, 26 days holidays + bank holidays, 9-5pm (37.5 hours per week), free parking.

If you are interested in the Head of Customer Service please apply via the link provided.