We are looking for an additional hardworking and committed Customer Care Manager to manage and deliver post contract / handover services to Clients / Purchasers for the completion of defects and release of retentions as appropriate.
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 – through Home Demonstrations
- Feedback to whole team to learn from problem areas
- Carry out post completion inspections as required and implement action
- Organise and manage direct maintenance operatives and administration staff
- Managing effective resolution of defects
- Maintain the image of a customer friendly business
- Organise Home Demonstrations with Sales and Construction team prior to legal completion
- To ensure satisfactory completion of demonstration and handover defects via courtesy calls
- Contribute to the review of sub-contractor performance with regard to customer satisfaction / timescales
- Contribute to a monthly Regional report of defects found at home demonstration, handover and courtesy calls together with an outstanding defect / timescale schedule
- Responsible for managing an effective defect resolution service within a given area/sites
- Deal on a personal basis and maintain relationships with the customer to identify areas for improvement, looking for trends and patterns to identify where solutions are needed and feeding this into an improvement plan
- Assist in establishing and maintaining a feedback loop with construction, design and procurement departments to promote best practice
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 Head of Customer Care.