We are looking for a hardworking and committed Head of Customer Care to lead the Customer Care Team ensuring all homes are completed to the required standard prior to handover, providing customers and clients with an excellent post sales and completion service.
The role involves managing and delivering post contract and handover services to our clients and purchasers. To continually improve our customer journey and enhance our customer satisfaction results.
The successful applicant must be willing to travel throughout the whole of the East Anglia region and will be able to demonstrate a proactive attitude towards achieving successful outcomes in the following areas:
- Maximise standards for property handover ensuring customers’ expectations are met and an excellent experience is delivered
- Set a clear mission and deploy strategies are focused to achieve that mission
- Contribute to achieving, maintaining and improving the highest level of House Builders Federation ratings
- Arrange regular forums for the team to feedback and learn from processes in order to improve service levels
- Identify and implement areas for improvement ensuring implementation is managed efficiently and impact is monitored for effectiveness
- Implement performance improvement plans
- Act as point of escalation for disputes with customers and clients
- Build and maintain relationships with clients
- Maintain the image of a customer friendly business
- To ensure every customer receives the highest quality Home Demonstration prior to legal completion
- Ensure every customer is contacted within the first week of occupation
- Ensure resource levels are optimised and build strategies to meet current and future demands
- Regular review and recording of sub-contractor performance with regard to customer satisfaction / timescales and ensure recharging of sub-contractors is maximised where appropriate ensuring supporting evidence is recorded
- Identify key performance indicators for the service, analyse statistics and compile a monthly Regional board report accurately recording performance against the indicators
- Regularly meet with clients to review performance and customer satisfaction
- Improve the post sales customer experience, creating engaged and satisfied customers
- Capture process failures and propose and implement solutions to deliver an improved service to customers
- Establish and maintain a feedback loop with construction, design and procurement departments to promote best practice leading to improvement plans
- Overall management of effective resolution of defects ensuring internal resources are maximised
- Management of sub-contractors to ensure effective resolution of defects
The successful applicant will have proven ability in a similar role and have excellent verbal and written communications, administration and organisational skills are essential and will report to the Regional Managing Director.