Apr

26

Head of Customer Care

April 26, 2022 | Comments Off on Head of Customer Care

Head of Customer Care Job in Essex

I have a Head of Customer Care job based in Essex. This is a 12-month fixed term contract with the potential to go permanent. My client is looking for someone who has come from a new build customer care background with strong knowledge of the construction process. The role is offering up to £65,000 + 20% - 30% bonus + car allowance + hybrid working.

Established over 40 years ago and with nearly 100 employees, this housebuilder has gained a brilliant reputation as one of the premier developers in South East England. They're looking for a Head of Customer Care to join the team on a fixed term contract. You will be responsible for making sure a five-star service is provided throughout the customer's journey.

Role & Responsibilities

  • Manage all areas of the customer care department and carry out processes
  • Continue to identify any areas for improvement
  • Undertake snagging and home demonstrations
  • Carry out two-week visits to make sure you build a strong relationship with your customers
  • Ensure the right staff are recruited, in accordance to company policy
  • Lead and motivate staff to achieve the best performance from them
  • Make sure you continually train and develop the team
  • Attend weekly build/sales meeting and also board meetings
  • Deal with escalated customer issues
  • Manage the customer care budget and ensure changes are made where applicable
  • Promote targets that need to be met by the customer care team
  • Give the NHBC survey to all new purchasers to drive for the 5* rating
  • Ensure the department meets the SLAs as set out within procedure
  • Build strong relationships with all the departments to make sure support is given to customers when needed
  • Any customer care issues are minimised and handled effectively

Required Skills & Experience

  • Proven track record of managing customer care teams
  • Have a great knowledge of the construction process
  • Full understanding of the NHBC regulations
  • Coming from a housebuilder background is a must
  • Great record in customer service
  • Demonstrate ability to be adaptable
  • thrive in a busy, fast paced environment

What you get back

  • Up to £65,000
  • Car allowance
  • 20% - 30% bonus
  • Hybrid working (1 day a week)

Apply

If you meet the criteria above, send us your CV and portfolio. We receive a large number of applications so if you do not hear back within 7 days consider your application unsuccessful this time. We will keep a copy of your details on file for future vacancies.

In accordance with GDPR, by applying for this position you give us your consent to process your data in-line with our Privacy and Data Protection Policies which can be read on the privacy policy page on our website.

Referral

Did you know we run a referral scheme? We'll give you £300 worth of vouchers if you introduce us to anyone who we then successfully place in a new job role. Just send us their information and we'll do the rest.

Terms: A candidate is deemed to have been successfully placed once they have started a new job as a result of an introduction made by Hunter Dunning and when they've successfully completed the probation period.

Head of Customer Care Job in Essex - Property Recruitment Specialists (Recruiter: Dylan Marshall Job Ref: 12581)

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