Operations Manager (Customer Care)
Job Description
Job Description
CR3 are currently representing a National Housebuilder who are seeking an Operations Manager (Customer Care) to work in the South East on a permanent basis.
A Hybrid Working Policy for core roles in the business allowing staff on completion of probation to apply for home working up to 2/3 days per week.
Benefits:
- £50K-£55K Salary
- £5k Company car or car allowance
- Contributory pension
- Life cover
- Healthcare
- Bonus
- 23 days holiday
Duties of the Operations Manager:
- Managing the department team effectively, including setting clear standards in the workplace, monitoring performance and coaching and training of all team members to ensure employees achieve company KPIs and maintain NHBC Customer Satisfaction and company standards.
- Diagnosing complex defects, being responsible for the remedial strategy and overseeing the works related to formal complaints in accordance with Company Standards
- Being responsible for identifying and resolving customer escalations (pre-complaint), as well as supporting the resolution of all formal complaints in accordance with company procedure
- Attending site as and when required to meet with customers, the site team and the Customer Care Maintenance Operatives.
- Managing all NHBC / Premier / LABC resolutions and claims, working closely with the Customer Care department.
- Working cohesively with contractors and Customer Care colleagues as well as other departments across the company (i.e., Construction, Sales, and Accounts) to ensure communication is optimal and the company achieves its KPIs
- Complying with responsibilities as defined in the Group’s HS&E Policy and ensure compliance throughout the team
Operations Manager requirements:
- Customer Service experience is essential
- Trade related experience is essential
- Experience of managing a team
- Excellent communication skills, both written and verbal
- Fully conversant with Microsoft Package, including Excel and Word
- CSCS Card
