Customer Care Operations Manager

The Customer Care team, making sure home buyers receive the very best care following their home buying experience.

Being in a customer-facing role with us is a little bit different than most businesses. Our customers expect their homes to be of the highest standard, and you'll make sure they are, by being on hand with answers and practical help. Because of the things you'll be dealing with we look, ideally, for construction or building experience. More importantly than that though, is your passion for quality and professionalism.

Purpose:

Having a construction back ground and a clear understanding of NHBC requirements and technical standards the Customer Care Operations Manager will be responsible for undertaking post occupation inspections of more complex/larger remedial works and attending NHBC resolutions/disputes, project managing any valid defects through to completion and to the satisfaction of the customer. Day to day management of the Customer Care Operatives ensuring maximum productivity and efficiency whilst ensuring health and safety requirements are understood and adhered to safeguarding the welfare of the team. Identify common themes with regards to build defects and carry out random pre-completion inspections across all developments to identify such themes early in a developments life-cycle in our continued efforts to drive quality standards and reduce costs.

Responsibilities:

• Day to day management of the Customer Care Operatives ensuring company policy and procedure is adhered to.
• Collate and provide feedback to Construction, Technical, Commercial and Sales Teams with regard to re-occurring themes relating to build defects and sub-contractor performance.
• Carry out pre-occupation inspections and feedback to Site Teams where common defects are identified to prevent future occurrences driving quality and customer satisfaction and reducing post occupation cost.
• Carry out post-occupation inspections of larger or more complex remedial works and project managing works through to completion.
• Attend NHBC Resolution and Dispute meetings and arrange for any valid works to be completed in line with NHBC requirements and timescales.
• Undertake random inspections of the Customer Care Operatives work to ensure fully satisfactory to the company and NHBC requirements.
• Assisting the Customer Care Co-ordinators providing guidance, advice and support with regards to build defects, strengthening their knowledge and understanding of construction processes to continually improve front line customer support.
• Ensuring the Customer Care Health and Safety File is regularly reviewed and updated and provide briefings to Customer Care Operatives promoting the companies dedication to providing a safe working environment for our teams.
• Undertake Risk Assessments of any works that do not fall within the companies generic Customer Care Risk Assessments.
• Ensure all mandatory training is up to date and Identify any additional training needs of the Customer Care Operatives
• Liaise with the Commercial Team to review quotes for works and work with sub-contractors to ensure best price achieved.
• Support the Head of Customer Care to ensure cost control is monitored for any works carried out. Analyse and report back to the Construction Director, and liaise with other disciplines to reduce future maintenance costs.
• Support the Head of Customer Care to ensure that works in relation to any Step 1, 2 or 3 complaints are undertaken swiftly and efficiently.
• Ensure that all administration and IT systems are fully utilised and managed ensuring accurate records are kept.
• Provide support and cover to the Head of Customer Care to ensure that the Customer Care Department annual performance targets are met, and monitor this on a weekly and monthly basis.
• Improve overall customer satisfaction in line with targets set by the company.
• Promote and act in accordance with all group values, systems, policies and procedures.

Personal Characteristics/Qualifications & Skills: -

• Proven track record in a similar role, ideally in housebuilding with a background in Construction and an understanding of NHBC requirements and technical standards.
• Experience of managing budgets/cost control, and planning, prioritising and organising work to meet targets.
• Self-confident, decisive, resilient and able to thrive under pressure in a fast-paced environment.
• Assertive and tenacious, able to negotiate and influence others.
• Excellent inter-personal skills and the ability to deal with people from diverse back grounds remaining empathetic to our customers needs whilst remaining firm and consistent in delivering works in line with the warranty provided.
• A lateral and innovative thinker, an original problem-solver
• A motivational team-leader focused on coaching and developing their team to their full potential
• Self-disciplined, with excellent time managements skills, and flexible in order to achieve results.