Customer Care Manager

Full Time, Permanent
We are seeking a dynamic and results-driven Customer Care Manager to develop and lead a resident liaison service across the North Regeneration region, based out of our Doncaster office and covering sites across the region from Nottingham to Yorkshire.
In this role, you will be working on-site with our teams, visiting our customers ensuring we deliver a first-class customer experience, driving high levels of satisfaction.
Lead the customer care team (RLOs) on planned maintenance and retrofit projects.
Responsibilities
You will
develop and deliver our customer strategy ensuring a first-class journey is achieved based on insightful analysis and oversee all aspects of communication both internally and externally, liaising with stakeholders to improve our customer service leading to enhanced customer satisfaction.
Reporting to the Operations Manager, you will develop, manage, and support our resident liaison teams by taking responsibility for the liaison functions within our delivery teams. You will ensure a sector leading service, managing resources and workload, ensuring a functional and timely complaints and claims procedure and reconciling site performance through customer satisfaction results.
Qualifications
To be successful in this role you will have a proven track record of leading customer service strategies, driving initiatives and delivery.
An NVQ / ILM Certificate Level 3 (or equivalent) in Customer Service or Social Value Management and an understanding of the social housing market would be preferable.
You will have the ability to build and maintain effective relationships with diverse stakeholders and be ready and willing to challenge the status quo as and when necessary.
We are looking for a strong communicator with excellent negotiation, and presentation skills along with good working knowledge of MS office especially Word, Excel and Outlook. A full UK driving licence is also required.
Benefits
Bonus entitlement based on performance KPIs
Holidays – 26 days
Life Assurance
Pension
Private medical insurance
Ability to purchase additional holiday
Access to discount portal
Cycle to Work scheme and the Lovell Way to EV
Digital GP
Employee assistance programme
Sharesave scheme
As an Investors in People Gold award employer, Lovell is the UKs leading provider of mixed tenure affordable homes and has a reputation for innovation and excellence in the delivery of high-quality housing development and regeneration projects.
We are committed to enhancing the communities in which we work, building quality homes for real people and looking after our own people; developing talent is key to achieving this. We understand that the success of our organisation comes from the strengths, skills and personalities of our people. Lovell is an equal opportunities employer who encourage and value diversity and inclusion within our teams.
The Lovell culture is one that has been successful for many years. It is based on empowering colleagues to make decisions at a regional and local level, and to challenge the status quo whilst working as one to achieve our goals and make Lovell a great place to work for all.
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