Customer Support Manager

Location: Baughurst, Hampshire

Hours: 37.5 hours per week

Reporting to: Head of Customer Service

As Customer Support Manager you will need to be someone that is both hands-on supporting the team as required but also be able to man manage and be the natural leader.

You will need to build strong links with the construction team for completions and Sales for the handover of properties, you need to be an excellent all-round communicator across all communication channels. Able to work with the site and sales team to ensure a smooth process for the end customer.  You will be the face of the Customer Service team for the company to new homeowners, taking on the responsibility of exceptional service to ensure the 5star rating in both customer satisfaction and net promotor.

Personal Qualities

  • Ability to communicate effectively at all levels
  • Patient, calm and empathetic
  • Rational, logical and resourceful
  • Self-motivated to deliver a high standard of customer service
  • Committed team player with an ability to lead, motivate and direct a team to provide exceptional customer service
  • Confident telephone manner
  • Taking ownership to ensure a situation is resolved efficiently and effectively-being patient calm and empathetic
  • Exceptional organisational skills, able to prioritise and meet deadlines
  • Develop teams to ensure they meet their full potential

 

Responsibilities/Duties

  • Pre-Occupations Inspection of properties in conjunction with a copy of the relevant drawings and Bewley standards
  • Deliver a high standard of customer service across all formats, phone, email and face to face
  • Escalation for complaints, managing them through to resolution, carrying out home visits/courtesy visits where required and project managing to completion within SLA’s
  • Preparing and checking invoices for payment, and contra charges in a timely manner, prior to submission to the Head of Customer Services
  • Report weekly to Head of Customer Service on trends, sub-contractors, site teams, design issues.
  • Be aware of Health & Safety practices and operate within these for your own and others safety.
  • Monitor Customer Service Technicians Health and Safety
  • Manage/monitor and report weekly on team performance against agreed SLA’s/KPI’s
  • Give informal advice to members of the site team before, during and after site inspections giving direction and instruction.
  • Maintain a good knowledge of the Consumer Code for Home Builders
  • Project manage to resolution any works required by the warranty provider and maintain a good understanding of the warranty providers guarantee guideline’s
  • Monitor and report any issue with the out of hours service provider
  • Work within boundaries of legislation and GDPR
  • Carry out any other duties commensurate with the role

 

Qualifications

  • Minimum level 2 in English, Mathematics
  • CSCS Card
  • Customer Service Management qualification or equivalent experience
  • Leadership/management qualification or equivalent experience
  • Project management qualification, or equivalent experience

 

Skills

  • Ability to build rapport with customers, colleagues and sub-contractors, maintaining excellent working relationships
  • Excellent IT, written and verbal communication skills
  • Ability to work to deadlines under pressure
  • Ability to respect the confidentiality of information shared by management
  • Proficient in Microsoft Office
  • Data analysis and report writing
  • Project management

 

Knowledge

  • Sound knowledge of the development sector
  • A good understanding of common new home defects and the snagging process
  • Knowledge of standards (Warranty, Building Regulations)
  • Understanding the expectations of ‘todays’ customer and the cost to the business for not managing expectations and delivering poor customer service

 

Experience

  • Working in the housing development, maintenance or similar industry
  • Proven track records of delivering high-quality customer service
  • Experience of delivering a high standard of customer care in a high-pressured environment
  • Experience of working in the housing, development, maintenance or similar industry, delivering a customer-led service
  • Understanding of design process
  • Project management

 

Other

  • Embracing new ideas, challenge areas where we can improve, and contribute to our ongoing success
  • Being passionate and committed to your role, which may include working flexibly on occasions
  • Full UK Driving license