Position Overview & Specifications

Future Build Recruitment – Customer Care Manager – Saint Albans

Future Build Recruitment are currently searching for a Customer Care Manager for a top main contractor on new build and planned maintenance social housing frameworks.

This is a good opportunity not to be missed to join a growing, dynamic, and successful developer as their Customer Care Manager to head up their Customer Care Team. This role is perfect for someone who has strong experience in either Customer Care, Property or Block Management in a senior position.

Responsibilities
>To be proactive with regards to streamlining how we operate as a team and offer/implement suggestions on how the service we offer customers can be improved
>To work with other areas of the business to identify possible improvements to customer service where required
>To manage relationships with other teams within the companies and external contractors to ensure customer expectations are met or exceeded
>To identify ways to measure customer satisfaction and improve service across the company
>To chair meetings with customers, contractors and other external parties where necessary
>To ensure that all customer facing materials are kept up to date in accordance with changes in legislation or company processes
>To manage a portfolio of developments, taking ownership of any reported defects or issues.
>To investigate and solve customers' problems before they escalate.
>To independently manage escalated or complex issues, bringing them to a close as appropriate. Reporting any unresolved issues to the Head of Customer Experience
>To take ownership of expenditure, reporting to the Head of Customer Experience when there are any major expenditure items or when we are approaching the budget limit for that quarter
>To monitor any defects that are not closed within the agreed KPI and raise with the Employer's agent if appropriate.
>To develop technical knowledge of Pocket schemes and the design specification
>To report on any major defects in the weekly customer care meeting
>To attend meetings with Pocket Directors as required
>To identify a policy for and issue compensation to customers where appropriate
>To take ownership of and manage a portfolio of developments
>To attend site when necessary to investigate ongoing issues that require customer care input
>To monitor any defects that are not closed within the agreed KPI and raise with the Employer's agent if appropriate

Key Skills;
>Experience working in a similar role within the Property industry
>Experience in dealing with complex defects
>Ability to remain calm and focused whilst under pressure
>Desire to continually learn and develop
>Motivation, use of initiative and a can-do attitude
>Knowledge of lettings and BTR is advantageous

Job Types: Full-time, Permanent

Salary: £50,000.00-£60,000.00 per year

Benefits: