Customer Care Manager

Customer Care Manager

Location: Midlands

Salary: £28k - £35k per annum (Depending on Experience)

Type of Contract: Temp to Permanent

Start date: ASAP

The Company

Our Client is a commercial utility arboriculture and landscaping company, working across sectors including highways, power lines, rail and commercial landscaping for developers. They pride themselves on delivering a professional service, and always strive to be as innovative as possible to deliver high quality but cost effective work.

They aim to become a market leader in utility vegetation management by providing surveyors and experienced cutting teams with the latest machinery. Safety is at the fore front of all they do, and they invest time training their staff so that knowledge and standards are constantly improved.

Our Client is a keen supporter of ex-forces personnel and to be considered for this role it would be an advantage if you have served in the British Armed Forces.

The Role

The main purpose of the Customer Care Manager is to provide an efficient and effective after-sales/maintenance service by rectifying defects and ensuring Customer Care Supervisors and Staff carry out maintenance works as required and maintaining an effective working relationship with all customers. Our client's client base, of major house building companies, requires a pro-active approach to respond to their customers' requests.

As a Customer Care Manager you will:

• Find solutions to customer care issues and prevent recurrence
• Handle and resolve high level / difficult customer complainants elevated from the house builder Customer Care Coordinator
• Introduce customer -focused innovations to improve customer satisfaction
• Be the point of contact for new customers and ensure their journey following legal completions is reassured and enjoyable experience
• Liaise with customer care coordinator and ensure identified works are completed in accordance to timescales and expected standards

The successful candidate will ideally come from a similar background working for a house builder/ Clerk of Works/Site Manager background. You will also have a proven track record dealing with Customers on a daily basis delivering excellence and achieving Customer Satisfaction. Additional skills required include:

• Excellent organisations skills
• Effectively manage time to meet deadlines
• Professional attitude and approach to work
• Ability to competently operate MS office
• Current and Valid UK driving licence
• Detailed understanding of NHBC customer handover requirements
• Up to date relevant knowledge of building legislation and Health & Safety legislation
• Ability to display a tactful and assertive attitude
• Ability to handle complaints and difficult situations
• Excellent problem solving and decision making skills
• Ability to remain calm and patient whilst working under pressure
• Be prepared to work within a large geographical area

The Candidate

To be considered for the Customer Care Manager role you should be ex-military and have the following skills, experience and qualifications:

• Sound knowledge of building construction
• Sound knowledge of Health, Safety and Welfare facilities and CDM
• Good communication, organisation, collator, delegator and man management
• Articulate, numerate, literate and able to read drawings
• Authoritative, decisive
• Clean driving licence
• Administration skills
• Advantageous to hold ONC, HNC certificate in construction
• Holds a current and relevant CSCS Card
• Hold a current 3 day first aid qualification
• Desirable/Holds a current SMSTS Certificate

Benefits

The company offers a competitive salary, an option of company vehicle/car or car allowance, fuel card and mobile phone.

Ref: 12986 | Published: 14th Dec 2015