Customer Service Manager

We have a fantastic opportunity to join our Customer Service Team, this is a great chance to join a 5* developer who really care about their employees and quality of the build. Job Purpose Manages and maintains the Customer Service function to deliver exceptional quality of service. Key Accountabilities * Manages the Customer Service Technicians & Assistant Customer Service Managers, monitoring service levels to ensure the delivery of a consistent and quality service * Manage and monitor maintenance defects that is allocated to the Technicians and carried out within the agreed timescales * Carry out quality assessments on technician’s work, feedback as appropriate to continually improve the service we offer * Ensures the delivery of a consistently high quality, professional service to both internal and external customers * Strives to achieve excellent customer survey results via inhouse and NHBC * Promotes effective communication between site and office; working departmentally as a team towards the same objectives * Implements systems and procedures which enable all valid maintenance requests to be acknowledged, actioned and resolved within the agreed timescales * Implements a priority system to ensure customer queries are dealt with efficiently according to problem type and customer sensitivity * Seeks to continually improve the Department to achieve optimum output and cost efficiency * Implements and reviews procedures which enable all queries to be dealt with in a standardized, effective manner * Educates and advises all St. Modwen Homes personnel in Customer Service procedures * Ensures the Customer Services Department has consistent cover during business hours and to audit “out of hours” service levels to ensure a consistent quality service level is maintained * Actively participates in product development/improvement by sharing recurring defect and contractor performance with the technical and commercial teams * Works closely with the commercial team to highlight forthcoming development cost abnormalities and the recovery of same where necessary * Carries out plot checks, ensuring defects are resolved before handover to the customer * Ensures that all NHBC resolutions are escalated and communicated appropriately * Aims to maintain 5* NHBC status * Ensure all KPI metrics are achieved – inhouse data, report and improve where appropriate * Learns from feedback on common issues raised * Effectively manages and reviews In-House and NHBC data so we can better understand our customer * Promote and lives the values of St. Modwen * As part of the effective delivery of our Performance Development framework, provide coaching and regular feedback to maximise performance delivery and development, encouraging collaboration and empowerment * Maintain knowledge and adhere to relevant Group Policies and Procedures, Legislation and Regulations For more informations please email for more information