Head of Customer Care - Liverpool, United Kingdom - TSR

TSR

Verified Company

Liverpool, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

TSR Partnership are seeking a Head of Customer Care to work for a leading 5 star Housebuilder in Leeds.

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

Customers expect their homes to be of the highest standard, and you will make sure they are, by being on hand with answers and practical help.

To implement the Group's policies and procedures in relation to Customer Care, and to meet and maintain quality assurance standards.

To contribute towards the Division meeting its customer satisfaction targets, and to manage all post-occupation customer-related issues through to resolution via the Customer Care team.

You will be expected to:

Ensure the Customer Care department is compliant with all SHE policies and procedures, putting the safety of our teams as first priority
Organise Home Demonstrations with Sales and Construction team prior to legal completion
To ensure satisfactory completion of demonstration and handover defects via courtesy calls
Manage the Customer Care team effectively, to ensure that the department fully implements the company standard
Liaise regularly with the Construction, Technical, Commercial and Sales departments to ensure Customer Care issues are minimised and handled efficiently
Ensure that all administration and IT systems are fully utilised and managed effectively to achieve the Company objectives, in particular to ensure the full and correct use of the iCARE system and the Customer Journey Compliance Tracker
Ensure the Customer Care team are welldirected with clear guidelines to their own job responsibilities, and provided with full support in achieving these, in terms of communication, coaching, training and development, and the organisation of the administrative workload
Ensure that all postoccupation remedial work is completed to the required standards, within company target timescales and in line with the requirements of the NHBC warranty, guidelines and Technical Standards
Ensure the company is represented at all NHBC Resolution & Claim Inspections. Ensure that all NHBC remedial works are completed within the specified timescales
Own all customer complaints for the Division and ensure they are acknowledged, investigated and resolved within target timescales
Provide support to other Divisional functional teams in line with our Customer First priority of 'putting the customer at the heart of everything we do'
Previous experience managing Customer Care teams
Positive, cando attitude
Ability to juggle multiple priorities and multitask whilst remaining calm under pressure
Resilience in the face of negativity
Ability to influence others