Customer Service Manager

Job Description

Apple Resourcing UK Ltd have an exciting opportunity for an experienced Customer Service Manager to join our reputable client who is an award winning housing developer to cover South of the river for their Southern Division

This is a full-time permanent position that offers an excellent salary (Neg DOE) high end Car or Car allowance + Bonus + Pension + Benefits

Skills and experience

IT Literate

Good people management skills

Excellent written and verbal communication skills – engaging with customers, suppliers, partners

Pro-active approach with the ability to work independently and as part of a team

Technical knowledge and experience, preferably from trade background

Strong relationship building and decision-making skills

Problem-solving skills

Pro-active approach with the ability to work independently and as part of a team

Methodical approach & tenacious attention to detail

Ability to organise and prioritise effectively

Ability to motivate and leading subcontractors and maintenance operatives

Knowledge of Standards (National Housebuilding Council, British Standards, Building Regulations) as well as an understanding of the design process

Good understanding of the legal framework associated with purchasing a property including the the most recent Consumer Code

Keep up to date with relevant industry practices

Plan the allocation of own work and that of Customer Service Technicians / Sub Contractors to ensure an effective and efficient use of time and resources whilst ensuring customer needs are met

You will achieve and deliver to be effective in this role

Attend Customer Meetings

Attend end of defect (EOD) inspections at the end of the defect liability period

Manage the end of defect process

Oversee the process and ensure that the customer is fully updated with actions and time scales

Monitor contractors and Customer Service Operatives whilst remedial works are being undertaken

Advise Customer Service teams on materials to undertake remedial works

Maintain accurate record in accordance with internal quality management systems and General Data Protections Regulations

Where appropriate manage the Customer Service Operative

Ensure any customer issues are fully investigated and resolved promptly and efficiently

Carry out periodic vehicle and equipment inspections

Support the Customer Service team in gaining resolutions of customer issues

Liaise and collaborate with all relevant departments to gain resolution of customer issues

Monitor sub-contractor performance and escalate trends and concerns to the Head of Customer Service

Monitor expenditure on site and advise the commercial team of any sub-contractor contra changes

Escalate any issues or risks to the appropriate person

Where appropriate manage the resolution of NHBC claims

Where appropriate undertake Home Tours

Familiarise and hold a good understanding of required policies and procedures

To be successful in this role you will also have experience in these areas

Experience working as a Customer Service Manager

Experience working in for a housing developer or housing association

It would be an advantage to have these qualifications

NVQ Customer Service

Member of the Chartered Institute of Customer Service

To apply for this role email your most up to date cv to our info email address or call us on the mobile number provided.

Candidate Description

IT Literate

Good people management skills

Excellent written and verbal communication skills - engaging with customers, suppliers, partners

Pro-active approach with the ability to work independently and as part of a team

Technical knowledge and experience, preferably from trade background

Strong relationship building and decision-making skills

Problem-solving skills

Pro-active approach with the ability to work independently and as part of a team

Methodical approach & tenacious attention to detail

Ability to organise and prioritise effectively

Ability to motivate and leading subcontractors and maintenance operatives

Knowledge of Standards (National Housebuilding Council, British Standards, Building Regulations) as well as an understanding of the design process

Good understanding of the legal framework associated with purchasing a property including the the most recent Consumer Code, Familiarise and hold a good understanding of required policies and procedures

To be successful in this role you will also have experience in these areas

Experience working as a Customer Service Manager

Experience working in for a housing developer or housing association