Call Centre / Customer Service

Customer Service Manager – Tamworth, Staffordshire

Full Time

We are currently recruiting for a Customer Services Manager to join our Midlands team based in Tamworth, West Midlands.

Customer Services Manager will be responsible for a small team who manage customers throughout our warranty period while maintaining a customer focused approach and delivering high levels of customer service at all times.

Key Responsibilities:

Attend the end of Defects Inspection for Housing Association Contracts to confirm any final warranty obligations. Arrange works arising from the Inspection.
Face to Face meetings with customers at request, ensuring faults are noted and action required with agreement from the customer.
The Customer Service Manager is responsible for dealing direct with the customer with regards to any remedial work assessments.
The Customer Service Manager will report to the Customer Service Executive in monitoring the level of remedial work, preparing regular maintenance service reports, and controlling the level of expenditure against the agreed maintenance budget.
Manage and control sub-contractors to ensure that warranty contractual obligations are being met.
Provide clear guidance and support to the Technicians regarding remedial tasks.
Either order or supply information to Coordinator to facilitate the ordering of Supplier Materials as necessary to enable the completion of remedial tasks by Technicians.
Manage all open tasks to a timely satisfactory resolution, ensuring that the customer is kept informed.
Represent Crest Nicholson at NHBC Buildmark Investigation Visits and report findings to the Customer Service Executive.
Identify consequential costs which should be recovered from the original trade and implement contra charges where a clear responsibility can be proven.
Comply with Group Health and Safety Policies at all times, ensuring Risk Assessments are written or obtained from our Contractors where required.Desired Qualifications/Attributes:

Construction/Customer Service Qualification
Knowledge of the Construction Process.
Understanding of NHBC Warranties and Standards
3 years’ experience in a customer focussed environment.
Ability to communicate clearly both face-to-face, via telephone and email

Employment Type Permanent

Advertiser Type Agency