Atkins Search are currently working with a Lincolnshire based business to recruit a Customer Care Manager.
As Customer Care Manager, you will have a five star level of customer service, being able to deal with difficult situations and down scale them quickly. Assisting the Head of Customer Service you will have high standards to ensure their customers satisfaction, safely, professionally and within a reasonable timescales, while working closely to drive customer satisfaction results year on year.
As Customer Care Manager, you will support with day-to-day operations and be first point of contact of escalation for any customer.
Due to the nature of this position, you will ideally have a similar background and come from a construction or residential developer.
Main responsibilities include;
Take ownership of customer escalations, implement, and execute resolution in line with the warranty provider and consumer code.
Ensure personal and team compliance with all relevant policies and procedures.
Ensure all contacts (calls, emails, online, Social Media) received are handled professionally and courteously, with all issues appropriately recorded in the Company’s system.
Coordinate with colleagues to ensure the department provides continual telephone cover throughout the working day.
Arrange the inspection and rectification of remedial enquiries where necessary to agree valid warranty issues within set KPI’s.
Liaise between Site Management teams, Customer Care Operatives and external Sub-contractors to ensure all remedial works are completed efficiently, in accordance with the Buildmark Warranty and in line with the company’s stated Service Level Agreements.
Communicate with the Head of Customer Care to ensure all defects are dealt with by the appropriate personnel and in a cost-effective manner
To be successful in this position you will need to;
Have industry relevant experience.
Have the ability to work independently.
Work under pressure in a fast-paced environment
Have the ability to prioritise work and use initiative.
Be a team player within the business.
Our client is an established residential developer based in Lincolnshire with enviable reputation for delivering beautiful properties in the Midlands.
Atkins Search act as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. We specialise in Construction, Consultancy, Residential and Infrastructure recruitment and service the East and West Midlands, South Yorkshire, Staffordshire, Lincolnshire, Peterborough and Northern Home Counties regions.