Customer Service Office Manager

Ref: VAC-306460_151851667
Sector: Customer service
Region: Yorkshire
Job Type: Permanent
Start Date: 13/02/2018
End Date: 15/03/2018

Customer Service Office Manager

A quality national house builder currently have an opportunity for a Customer Service Office Manager to join their customer Service team based in West Yorkshire.

The Company

My client are a well-respected national house builder with an established reputation for building outstanding quality family homes and providing excellent customer service.

They aim to provide exceptional customer service to all their customers. They are committed to providing homes free from problems, and providing clear guidelines of their after-sales care and emergency services throughout the warranty period.

Customer Service Office Manager Role

Working out of their Head Office you will be managing a team of 6 Coordinators and 1 Administrator. You will be responsible for all customer escalations and work closely alongside the 3 Regional Customer Services Managers

Key responsibilities will include:

" Organise and prioritise work-load for the smooth running of the customer service team
" Forward plan strategies to enable the team to function at times of heavy periods of workload, sickness and annual leave
" Ensure the Customer Services Manual is kept updated of current and relevant procedures/training
" Attend regional meetings and become the face of the Customer Services Hub whilst offering opinion regarding regional customer issues including problem solving
" Become the link between customer service/production field activity and the hub ensuring the working day is as stress free as possible for the Hub team
" Promoting a 'can-do' attitude and creating a positive vibrant work space in a very pressurised environment
" To be the lead in escalation resolutions and be the sounding board for the Hub team
" Build relationships with Department Heads of non-customer facing disciplines to ensure the information gathering is made easier for the Hub and to be the strong link between departments
" Be the point of escalation for our partners and third parties i.e. Contractors and Consultants
" Ensure regional communication is enhanced by visiting the North Area regions and building relationships with relevant personnel
" Liaise closely with the Regional Customer Service Managers and provide inspection support as and when required including representing the business at NHBC investigations
" Ensure customer touch points are adhered to throughout the 24 month warranty period
" Ensure the correct and effective co-ordination of remedial tasks with geographical radius and time management of field staff (colleagues) firmly in mind.
" Focus on costs against budget and ensure that contra charges are in place with the relevant paperwork as and when necessary
" Build and sustain effective working relationship with providers and introduce periodic meetings to monitor performance and address issues where required

Skills & Experience

They are looking for a bright, innovative, people person with the skills to build and sustain relationships. The ideal candidate will have sound housebuilding knowledge, understand how a property is constructed, be fully versed with NHBC technical standards and guidelines and be fully literate with the Consumer Code, statutory limitation periods and litigation case laws.

The successful candidate will have at least 3 years management experience in a housebuilding customer service environment and be able to demonstrate a track record of effective people management. CSCS accreditation is mandatory and SMSTS accreditation desirable. You will have impeccable literary skills, adept at handling written correspondence and be a first class orator/presenter.

What's on offer?

The company offer a competitive salary from £35-40k + car or car allowance, pension, healthcare, annual bonus of 10%, 26 days holidays plus bank holidays.

How to apply

If you are interested in this opportunity and would like to apply, please contact Deena at Bromak for a confidential chat or apply via the link.

existing applicant apply here

forgot password >