Customer Care Operations Manager 5* national residential developer

• Role: Customer Care Operations Manager
• Reporting to: Head of Customer Care
• Salary: A highly competitive salary, car or car allowance, bonus, holidays, healthcare, pension
• Location: Cardiff, South Wales
• Working arrangements: Flexible working arrangements between office, site and home
• Immediately available

Customer Care Operations Manager About the role:

We are excited to be recruiting for a Customer Care Operations Manager to join our South Wales region. Due to continued growth and expansion across the South Wales region, we are now looking to further strengthen their Customer Care team with the addition of a Customer Care Operations Manager, reporting to the Head of Customer Care.

The purpose of the role is to manage the Customer Care Maintenance Operatives, delivering excellent customer satisfaction in accordance with Company Guidelines, Group Standards and Procedures for Customer Care.

The role will include:

• 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

Customer Care Operations Manager About you:

• A champion for customer care
• Customer Service experience is essential
• Trade related experience is essential
• Construction knowledge within the construction/building industry is essential
• Experience working for a housing developer, housing association or main contractor
• Experience of managing a team
• CSCS Card
• Previous customer care experience within a fast paced and busy environment
• The ability to remain calm and focussed in pressurised situations, with proactive problem solving skills
• Excellent communication skills, both verbal and written
• Proactive and able to take initiative
• Flexible in approach
• Excellent communication skills, both written and verbal
• Fully conversant with Microsoft Package, including Excel and Word
• Knowledge of COINS is an advantage but not essential as training will be provided

What about the benefits package?

• A highly competitive base salary
• Company Bonus
• 25 days holiday plus bank holidays
• Company Car Allowance
• Company Pension Scheme
• Private Healthcare
• Choice of flexible Benefits
• Choice of corporate Benefits