Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- 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 is preferred; housebuilding knowledge is a plus.
- Other info: Applications are welcome from all backgrounds; 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 efficiently and effectively improve and be responsible for the delivery of Customer Care within the Division.
Your responsibilities will include:
- Implementing the Group's policies and procedures in relation to Customer Care, and meeting quality assurance standards in accordance with NHQB.
- Contributing towards the Division meeting its Customer satisfaction targets, and managing all post-occupation customer-related issues through to resolution via the Customer Care team.
- Ensuring the Customer Care department is compliant with all SHE policies and procedures, prioritising the safety of our teams.
- Organising Home Demonstrations with Sales and Construction team prior to legal completion.
- Ensuring satisfactory completion of demonstration and handover defects via courtesy calls.
- Managing the Customer Care team effectively to ensure that the department fully implements the company standard.
- Liaising regularly with the Construction, Technical, Commercial and Sales departments to minimise and handle Customer Care issues efficiently.
- Ensuring 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.
- Providing clear guidelines to the Customer Care team regarding their job responsibilities, and supporting them in communication, coaching, training and development.
- Ensuring all post-occupation remedial work is completed to the required standards, within company target timescales and in line with NHBC warranty requirements.
- Representing the company at all NHBC Resolution & Claim Inspections and ensuring all NHBC remedial works are completed within specified timescales.
- Owning all customer complaints for the Division, ensuring they are acknowledged, investigated and resolved within target timescales.
- Providing 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 Recruitment Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Leader
✨Tip Number 1
Familiarise yourself with the NHBC guidelines and standards, as this role heavily involves compliance with these regulations. Understanding these will not only help you in interviews but also demonstrate your commitment to quality assurance.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've effectively managed teams in the past. Highlight any specific instances where you improved customer satisfaction or resolved complaints efficiently.
✨Tip Number 3
Research the company’s values and customer care philosophy. Be ready to discuss how your personal values align with theirs, especially regarding putting the customer at the heart of everything they do.
✨Tip Number 4
Network with current or former employees of the company on platforms like LinkedIn. This can provide you with insider knowledge about the company culture and expectations, which can be invaluable during the interview process.
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 the specified platform 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 Recruitment Limited
✨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 approach to coaching and developing team members.
✨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's requirements.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle complaints. Think of specific situations where you resolved customer issues effectively and be prepared to explain your thought process.
✨Emphasise Your Resilience
The role requires resilience in the face of negativity. Be prepared to share experiences where you maintained a positive attitude under pressure and how you influenced others to do the same, showcasing your ability to lead by example.
