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- Tasks: Lead a Customer Care team to ensure top-notch service for home buyers.
- Company: Join a leading, 5-star housebuilder in Birmingham known for quality homes.
- Benefits: Enjoy a permanent role with opportunities for coaching and development.
- Why this job: Be part of a passionate team dedicated to customer satisfaction and quality service.
- Qualifications: Experience in managing Customer Care teams; housebuilding knowledge is a plus.
- Other info: Applications are confidential; only suitable candidates will be contacted.
The predicted salary is between 36000 - 60000 £ per year.
TSR are recruiting for our client, a leading, 5-star housebuilder based in the Birmingham area. They are looking for an experienced Customer Service Team Leader to join them on a permanent basis. The Customer Care team make sure home buyers receive the very best care following their home buying experience.
Reporting to the Head of Customer Care, you will be responsible for:
- Efficiently and effectively improving the delivery of Customer Care within the Division.
- Implementing the Group's policies and procedures in relation to Customer Care, and maintaining quality assurance standards in accordance with NHQB.
- Contributing towards the Division meeting its Customer satisfaction targets.
- Managing all post-occupation customer-related issues through to resolution via the Customer Care team.
You will be expected to:
- Ensure the Customer Care department is compliant with all SHE policies and procedures, prioritising the safety of our teams.
- Organise Home Demonstrations with Sales and Construction team prior to legal completion.
- Ensure satisfactory completion of demonstration and handover defects via courtesy calls.
- Manage the Customer Care team effectively, ensuring that the department fully implements the company standard.
- Liaise regularly with the Construction, Technical, Commercial and Sales departments to minimise and efficiently handle Customer Care issues.
- Ensure that all administration and IT systems are fully utilised and managed effectively to achieve the Company objectives, particularly the iCARE system and the Customer Journey Compliance Tracker.
- Provide clear guidelines to the Customer Care team regarding their job responsibilities, and support them in communication, coaching, training and development.
- Ensure all post-occupation remedial work is completed to the required standards, within company target timescales and in line with NHBC warranty requirements.
- Represent the company at all NHBC Resolution & Claim Inspections and ensure all NHBC remedial works are completed within specified timescales.
- Own all customer complaints for the Division, ensuring they are acknowledged, investigated and resolved within target timescales.
- Provide support to other Divisional functional teams in line with our Customer First priority of 'putting the customer at the heart of everything we do'.
To be successful in the role, we are looking for:
- Previous experience managing Customer Care teams - knowledge of the housebuilding industry is desirable but not essential.
- A positive, can-do attitude.
- The ability to juggle multiple priorities and multi-task whilst remaining calm under pressure.
- Resilience in the face of negativity.
- The ability to influence others.
An amazing opportunity to work with a leading house builder who are passionate about the quality of their homes and the service they deliver to their customers.
If you feel that you have the relevant experience to be successful in this position and would like to find out more, please apply online today attaching a copy of your current CV. Due to the vast amount of applications that we receive, it is not possible for us to contact all applicants; therefore, only suitable candidates will be contacted. If you do not hear anything back within 7 days of submitting your application, you have unfortunately not been selected.
TSR are an Equal Opportunities employer. All applications will be dealt with in the strictest confidence.
Contact Detail:
TSR Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Leader
✨Tip Number 1
Familiarise yourself with the housebuilding industry and customer care best practices. Understanding the specific challenges and standards in this sector will help you demonstrate your knowledge during interviews.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've effectively managed teams in the past. Be ready to discuss your approach to coaching and developing team members, as this is crucial for the role.
✨Tip Number 3
Highlight your ability to handle customer complaints and resolve issues efficiently. Prepare specific instances where you've turned a negative customer experience into a positive one, as this will resonate well with the hiring team.
✨Tip Number 4
Network with professionals in the housebuilding and customer service sectors. Engaging with others in the field can provide valuable insights and potentially lead to referrals that could strengthen your application.
We think you need these skills to ace Customer Service Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and team leadership. Use specific examples that demonstrate your ability to manage a team and resolve customer issues effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer care and your understanding of the housebuilding industry. Mention how your previous experiences align with the responsibilities outlined in the job description.
Highlight Key Skills: Emphasise skills such as resilience, multitasking, and the ability to influence others. Provide examples of how you've successfully managed customer complaints or improved customer satisfaction in past roles.
Follow Application Instructions: Ensure you apply online through our website and attach your CV as requested. Double-check that all documents are correctly formatted and free of errors before submission.
How to prepare for a job interview at TSR
✨Showcase Your Leadership Skills
As a Customer Service Team Leader, it's crucial to demonstrate your leadership abilities. Prepare examples of how you've successfully managed teams in the past, focusing on your coaching and development strategies.
✨Understand the Customer Care Process
Familiarise yourself with the customer care processes specific to the housebuilding industry. Be ready to discuss how you would handle post-occupation issues and ensure customer satisfaction, as this will show your understanding of the role.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills. Think about potential customer complaints you might encounter and how you would resolve them while maintaining a positive customer experience.
✨Emphasise Your Resilience
The role requires resilience, especially when dealing with customer complaints. Share instances where you've remained calm under pressure and effectively managed negativity, highlighting your ability to influence others positively.
