Customer Care Operations Manager

TSR are seeking a Customer Care Operations Manager to work for a leading 5-star Housebuilder in the Leeds area. The role will be temp to perm, 3 months temp then permanent.

The Customer Care team make sure home buyers receive the very best care following their home buying experience. The purpose of the role is to assist the Head of Customer Care, 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.

What experience, qualifications and skills are we looking for?

• Customer Service experience is essential.
• Experience working for a housebuilder is essential.
• Trade related experience is essential.
• Experience of managing a team is essential.
• Excellent communication skills, both written and verbal.
• Fully conversant with Microsoft Package, including Excel and Word.
• CSCS Card preferred.

What’s in it for you?

• The Salary & Benefits package
• Salary competitive (DOE)
• Company van or car allowance
• Contributory pension
• Life cover
• Healthcare
• Bonus