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Abatec Recruitment
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Bristol, Bristol
Customer Service Manager
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Job Type: Full-time |
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Salary: £35,000 per annum |
Overview
Abatec are currently recruiting for a Customer Care Manager, to work with our client, one of the largest housing developers in the UK and a recent NHBC award-winning developer, based in Bristol. Our client provides the highest standard of design, construction and customer service in the business, resulting in a host of major industry awards in recent years. This is both a field and office-based role, and the individual will be responsible for taking ownership of escalated customer complaints both face to face, over the phone and via email. You will also be expected to be able to clearly identify defects within the NHBC and other warranty providers standards and bring to a satisfactory resolution for both parties through communication with Head of Customer Services. As a Customer Service Manager you will: Review customer satisfaction measurement through data provided by NHBC National New Homes Survey. Liaise with site and sales teams on any customer issues. Be responsible for overseeing and delivering a 5 service to ensure the company achieve a 5 Housebuilder status. Demonstrate empathy where appropriate and clearly communicate the company’s policies and procedures on any issues raised. Ensure that the customer service system is utilised fully and by using the data and reports available, provide feedback internally and with contractors. Be conversant with/have knowledge of NHBC standards and building regulations. Oversee the operative schedule, ensuring appointments are appropriately booked for time and distance. Oversee the housing association relationships and assist with end of defect inspections. ensure compliance with all health & safety requirements. Communicate at all levels with both internal and external parties. Attend internal meetings where appropriate such as Project Meetings and Sales Build meetings, to discuss customer issues and identify potential build concerns that could impact our customers. Manage budget and cost control in line with defined budget parameters. Monitor completion of any defects/issues reported within the two-year warranty period in line with the company guidelines. Provide training/assistance to customer service personnel, ensuring that all appropriate soft skill, IT, technical, health & safety training has been provided. Supervise works in progress to ensure that they are completed to a satisfactory standard and in accordance with the agreed programme. Our client requires a Customer Service Manager with: Experience in face to face customer interactions and complaint resolution. Construction experience and a good understanding of new homes, defects and common issues. A background in a managerial customer services role. Well-developed communication and time management skills. Excel skills to allow for creation and manipulation of reports. A full driving licence. Salary and benefits include: Salary £35,000 - £38,000 per annum Company car/car allowance Contributory pension scheme Excellent career progression opportunities If you would like more information, or to apply for this vacancy, please contact Hayley Fisher. The reference for this vacancy is 129776. We are always looking for candidates for similar positions, so please register your details with us to hear about similar opportunities that you may be interested in. Abatec Ltd. is working as an employment agency on behalf of a client.