Customer Service Manager

Customer Service Manager 12-month contract in the Crawley area - start ASAP

Your new company
One of the UK's largest housebuilders, known for delivering affordable, multi-tenure housing through both private developments and partnerships.Your new role
As the Customer Service Manager, you will provide day-to-day management and support to the Customer Service office and technician teams to provide an exceptional, consistent level of customer service to all local partnerships and open-market sales customers and assist the business in maintaining high customer satisfaction scores.

• Review all open cases and jobs with each coordinator, discuss any past SLA cases and ensure the coordinator is equipped to ensure service delivery can be maintained.
• Ensure Health & Safety processes are followed to ensure safe working in customers' homes.
• Distribute Subcontractor reports and highlight any non-performance or poor delivery issues.
• Review and oversee all job quotes with the Customer Service Director and manage the invoice payment process through a review of all submissions with the Coordinators.
• Complete a review prior to customers entering their 9-month survey window, to ensure that we are achieving leading customer service standards and performance measures in order to achieve our HBF target.
• Attend escalated complaints to ensure that an amicable solution is reached where required.
• Managing a small team of 2 coordinators.
• 50% of the job you will be out visiting our customers across the M23 corridor.

What you'll need to succeed

• Previous experience in Customer Service, leading operations and delivering excellent service to vendors, partners and customers
  
• A background in Construction/House Building would be advantageous.
  
• Proven experience with complex customer resolution
  
• Working with multiple teams in a fast-paced and challenging environment
  
• Positive mentality and resilience are key.
  
• Full Driving licence with a willingness to travel
• Previous experience in people management would be ideal.

What you'll get in return

Competitive basic salary and annual bonus

Company car, car allowance or travel allowance

Up to 33 days annual leave plus bank holidays increasing to up to 39 days with service.

2 Volunteering days per annum

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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