Office Manager For Customer Care

Must have experience within Customer Care and Managing teams within this!!

For this position you will be an Office Manager for the Customer Care team  overseeing a team of 10 Customer Care coodinators.

- General Administration 

- scheduling meetings / Attending meetings 

- helping the Customer Care care coordinators with there needs

- This will be based in there main office, 5 days a week 

- Ensure that the Customer Care office team is compliant with all relevant SHE policies and procedures, putting the safety of our teams as first priority

- Manage and supervise the Customer Care office team effectively, to ensure that the Customer Care Department fully implement standard Customer Care policies and procedures, and that all issues raised by the customer are dealt with professionally, quickly and to their complete satisfaction

- Ensure the staff working in the Customer Care Office team are well-directed with clear guidelines to their own job responsibilities, and provided with full support in achieving these, in terms of communication, training and the organisation of the administrative workload

- Ensuring the department is able to provide continual telephone cover throughout the working day

- Attend weekly internal meetings with staff to resolve any issues, and produce Action Logs for any issues arising

- Liaise and co-ordinate with the Construction, Commercial, Technical and Sales departments to ensure Customer Care issues are handled quickly and efficiently

- Ensure that all administration and IT systems are fully utilised and managed effectively to achieve the objectives set by the company, in particular, that all defects, complaints and customer contacts are fully recorded within the iCARE IT system

- Be the first point of escalation for the Customer Care Coordinators & Administrators for both queries and customer concerns

- Work closely with the Customer Care Operations Manager to ensure the smooth administration and coordination of defect management from inspection through to completion

- Ensure the staff working in the Customer Care Office team are well-directed with clear guidelines to their own job responsibilities, and provided with full support in achieving these, in terms of communication, training and the organisation of the administrative workload

- Attend weekly internal meetings with staff to resolve any issues, and produce Action Logs for any issues arising

- Ensure cost control is monitored for any works that are carried out, including the use of the contra-charge module where appropriate

- Undertake annual and interim PDR’s with Customer Care Coordinators/Administrators

- Promote and act in accordance with all Group values, systems, policies and procedures