Head of Customer - Rushden, United Kingdom - Prestige Homeseeker Park & Leisure Homes

Prestige Homeseeker Park & Leisure Homes

Verified Company

Rushden, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Advert

Job Summary

The Prestige Customer Service Team ensure that our customers receive the very best care following the purchase of their new home.

At Prestige, our customers expect their homes to be of the highest standard, and you'll make sure they are, through the effective utilisation of our Internal Finishing and Customer Service teams, and through driving Prestige's high standards with your passion for quality and professionalism.

Reporting to the Production Director, you will be responsible for developing, implementing, and maintaining the Customer Service strategy for Prestige.

Leading the Customer Services Department to deliver the Customer Service strategy whilst maintaining commercial awareness of delivery impacts. Assisting with developing a culture of care and quality across the business.

Accountabilities*
People

Manage the Customer Services team effectively, to ensure the department fully implements the Prestige customer care policies and procedures and that all issues raised are dealt with professionally, quickly and to their satisfaction.
Ensure Customer Service team are well directed with clear guidance of their own job responsibilities and provided with support in achieving these.
Be on hand to support with any training, coaching and development needs, as well as assisting with any organisation of administrative workloads.
To develop successful working relationships with the Production, Technical, Procurement and Supply Chain, Commercial and Sales teams to resolve any customer services issues ensuring that they are minimised and handled efficiently.
To review departmental performance against budget.
To ensure that the department is future fit for the introduction of new services or product developments.
Manage any performance/HR related issues in accordance with company policy.
Mentor, support, develop and review Senior Engineers ensuring that their management of their teams is appropriate.
To manage the Senior Engineers and more widely the workings of the Customer Care Team in relation to the below:
Performance Management and Time Keeping
Material Management
Housekeeping
Unsafe Practices
Team management to include, supporting with performance improvement plans, rating according to skills matrix, reviews and recruitment.
Enable the engineer team to be focused on delivering excellent customer service, quality and value; ensuring that all work is carried out to the required quality standards and to take the necessary action when those standards are not met.
Working both in the office and field based to oversee the quality of works of our Field Engineers

Customer and Contract Services*- To develop and deliver a strategy designed to deliver exceptional customer service ensuring that our brand and reputation is enhanced.

To develop and implement warranty guidelines and operational policies for our product range. To ensure that customer expectations are managed in relation to these policies.
To develop and support the team to deliver KPI's and SLAs to cover service delivery and customer communication.
Ensure that all administration and IT systems are fully utilised and managed effectively.
Utilise information and data gathered to resolve any quality or care issues across the business in collaboration with relevant stakeholders.
Develop relationships to become the point of contact for key customers.
Oversee and project manage any new contracts/developments, attending sites for meetings and handovers, liaising with contractors etc
To assist in ensuring competitive advantage is maintained through service, resolution and process change.
Prepare board reports ensuring that overarching issues are defined and resolutions offered.
To complete drop in visits on all Engineer teams to review performance, support with training needs and working closely with Customer Services Office Manager, to manage performance.
Ensure that remedial works are completed in accordance with Prestige and NCC guidelines.

Health & Safety*- Ensure safe working practices are maintained and current legislation adhered to, putting the safety of our teams first.

Comply with company health and safety policy and procedure
Maintain good housekeeping standards and improve where necessary

Diversity & Inclusion*- Ensure services are delivered in accordance with the company equality and diversity policy.

KEY RELATIONSHIPS (INTERNAL)

KEY RELATIONSHIPS (EXTERNAL)

Production Director

Assistant Customer & Contracts Manager
Customer Service Engineers
Production Management Team
Procurement Team
Technical Team
Health & Safety Team
HR Team
Stores Team
Sales and Commercial Teams
Directors
Suppliers
Customers
Transport & Siting Companies
On Site Contractors, Commissioning Electricians and Plumbers, Decking Companies and Hot Tub companies during new contracts

Person Specification*Requirement*Essential*Desirabl