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- Tasks: Lead and mentor the Customer Care team while managing customer issues and escalations.
- Company: Join a growing new build organization with a strong reputation in the housing sector.
- Benefits: Enjoy a competitive salary, 25 days holiday, life insurance, and a pension plan.
- Why this job: This role offers leadership opportunities and the chance to make a real impact on customer satisfaction.
- Qualifications: 7-10 years of experience in customer care management within new build homes is required.
- Other info: This position covers a 14-month maternity leave, providing a unique opportunity for career growth.
The predicted salary is between 43000 - 62000 £ per year.
Senior Customer Care Manager required to join a growing and established new build, new homes organisation to cover a 14 month maternity leave. Hours of work will be Monday – Friday, 8.30am – 5.30pm.
Duties:
- Lead, mentor, and manage the Customer Care team
- Undertake regular 1:1s with Customer Care Managers and Operatives
- Provide holiday/sickness cover to Customer Care Managers
- Oversee the management of all customer issues
- Be the third point of escalation for dissatisfied customers (private-for-sale) and second point of escalation for Housing Association complaints
- Provide technical advice to the Customer Care team
- Attend Premier/NHBC resolution meetings
- Be responsible for undertaking 28-Day Inspections and Reinspection\’s
- Attend all End of Defect Inspections and oversee all jobs through to resolution
Benefits:
- £50,000 – £55,000 per annum
- Parking
- 25 days holiday plus bank holidays
- Life Insurance
- Death in service
- Pension
Experience required:
- 7-10 years experience new build, new homes, customer care experience
- Customer Care, Customer Service management experience in New Build, New Homes
- Understanding of NHBC
- Ability to organise a busy and varied workload, remain calm under pressure, and proactive in approach to tasks
- PC literate with Microsoft Excel, Word and Outlook skills
Please bear in mind that you may not hear from us straight away. Due to the high level of applications, we receive every day, we can only respond to applicants whose skills and qualifications are suitable for this position. If you would like to be considered for similar and future positions, or for a complete listing of all our current vacancies, please visit our website.
Senior Customer Care Manager in Chelmsford employer: Focus Resourcing Group
Contact Detail:
Focus Resourcing Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Care Manager in Chelmsford
✨Tip Number 1
Make sure to highlight your leadership experience in customer care. Since this role involves leading and mentoring a team, showcasing specific examples of how you've successfully managed teams in the past will set you apart.
✨Tip Number 2
Familiarize yourself with NHBC standards and regulations. Being knowledgeable about these will not only help you in the interview but also demonstrate your commitment to the industry and your ability to handle escalated customer issues effectively.
✨Tip Number 3
Prepare to discuss your approach to managing a busy workload. This role requires someone who can stay calm under pressure, so think of examples where you've successfully juggled multiple tasks or resolved conflicts efficiently.
✨Tip Number 4
Showcase your technical skills, especially with Microsoft Excel, Word, and Outlook. Being proficient in these tools is essential for managing customer care operations, so be ready to discuss how you've used them in previous roles.
We think you need these skills to ace Senior Customer Care Manager in Chelmsford
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your relevant experience in customer care and management, especially in the new build or new homes sector. Use specific examples that demonstrate your leadership skills and ability to handle customer issues.
Craft a Strong Cover Letter: Write a cover letter that addresses the key responsibilities of the Senior Customer Care Manager role. Emphasize your experience with NHBC and your ability to manage a team effectively. Show your enthusiasm for the position and the company.
Highlight Relevant Skills: In your application, clearly outline your skills in organization, problem-solving, and technical advice. Mention your proficiency with Microsoft Excel, Word, and Outlook, as these are essential for the role.
Follow Up: After submitting your application, consider sending a polite follow-up email after a week or two. This shows your continued interest in the position and can help keep your application top of mind.
How to prepare for a job interview at Focus Resourcing Group
✨Showcase Your Leadership Skills
As a Senior Customer Care Manager, you'll be leading a team. Be prepared to discuss your leadership style and provide examples of how you've successfully mentored and managed teams in the past.
✨Demonstrate Problem-Solving Abilities
You'll need to handle customer issues effectively. Prepare to share specific instances where you've resolved complex customer complaints or escalations, highlighting your approach and the outcomes.
✨Familiarize Yourself with NHBC Standards
Understanding NHBC guidelines is crucial for this role. Brush up on these standards and be ready to discuss how you've applied them in previous positions, especially in relation to inspections and defect resolutions.
✨Prepare for Technical Questions
Since you'll be providing technical advice to your team, expect questions that assess your knowledge in new build and customer care processes. Review relevant technical aspects and be ready to explain them clearly.
