Customer Care Manager
Location:
Swansea, SA4 9HJ
What is the role?
We have an exciting opportunity for a Customer Care Manager to work within our Customer Care Team. This role typically reports to the Customer Care Director.
The purpose of the role is to effectively manage the completion of tasks required as a consequence of customer queries and to comply with the requirements of the Group Standards and Procedures for Customer Care.
The role will include:
- Ensure the team answer all incoming calls swiftly and effectively, logging all issues on COINS to maintain the highest level of Customer Care
- Responsible for tracking costs and contra-charging where applicable to maintain the departmental budget so that the region will minimise added expenditure
- Managing records of inspection appointments - chasing any that are not appointed within timescales quickly and efficiently to co-ordinate with the team and maintain good customer relationships
- Processing the booking of maintenance appointments, ordering materials and arranging for contractors to provide assistance on time to maintain healthy long term relationships
- Reporting back quarterly on the overspends for management meetings and dealing with contractor queries in respect of monies withheld accurately so that forecasts can be amended sufficiently
- Comply with responsibilities as defined in the Group’s Health, Safety & Environment Policy and ensure compliance with the same throughout the team to promote safety in the way we build projects
What experience, qualifications and skills are we looking for?
- Understanding of house building, quality control, building regulations, tolerances and problem solving
- Customer Service experience is essential
- Experience of managing a team
- Excellent communication skills, both written and verbal
- Fully conversant with Microsoft Package, including Excel and Word
What’s in it for you?
- Salary and benefits package
- Competitive Salary (DOE)
- Company Car/Car Allowance
- Pension
- Life Assurance
- Bonus
- Health Care
