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- Tasks: Lead a team ensuring top-notch customer care for home buyers.
- Company: Join a leading 5-star housebuilder in the Northwest.
- Benefits: Enjoy a competitive salary, car allowance, and a supportive work environment.
- Why this job: Be part of a passionate team dedicated to quality homes and exceptional service.
- Qualifications: Experience in managing customer care teams, preferably in housebuilding.
- Other info: This is an 18-month fixed-term contract with opportunities for growth.
The predicted salary is between 30000 - 70000 £ per year.
TSR are seeking a Customer Care Manager to work for a leading 5-star Housebuilder in the Northwest. This will be on an 18 month FTC.
The Customer Care team make sure home buyers receive the very best care following their home buying experience.
Customers expect their homes to be of the highest standard, and you will make sure they are, by being on hand with answers and practical help.
More importantly than that though, is your passion for quality and professionalism. Reporting to the Head of Customer Care, to efficiently and effectively improve and be responsible for the delivery of Customer Care within the Division.
To implement the Group\’s policies and procedures in relation to Customer Care, and to meet and maintain quality assurance standards. To contribute towards the Division meeting its Customer satisfaction targets, and to manage 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, putting the safety of our teams as first priority
Organise Home Demonstrations with Sales and Construction team prior to legal completion
To ensure satisfactory completion of demonstration and handover defects via courtesy calls
Manage the Customer Care team effectively, to ensure that the department fully implements the company standard
Liaise regularly with the Construction, Technical, Commercial and Sales departments to ensure Customer Care issues are minimised and handled efficiently
Ensure that all administration and IT systems are fully utilised and managed effectively to achieve the Company objectives, in particular to ensure the full and correct use of the iCARE system and the Customer Journey Compliance Tracker
Ensure the Customer Care team are well-directed with clear guidelines to their own job responsibilities, and provided with full support in achieving these, in terms of communication, coaching, training and development, and the organisation of the administrative workload
Ensure that all post-occupation remedial work is completed to the required standards, within company target timescales and in line with the requirements of the NHBC warranty, guidelines and Technical Standards
Ensure the company is represented at all NHBC Resolution & Claim Inspections. Ensure that all NHBC remedial works are completed within the specified timescales
Own all customer complaints for the Division and ensure 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 essential
Positive, can-do attitude
Ability to juggle multiple priorities and multi-task whilst remaining calm under pressure
Resilience in the face of negativity
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. In return you will receive a basic salary of up to GBP50,000 + car allowance.
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Customer Care Manager employer: TSR Recruitment Limited
Contact Detail:
TSR Recruitment Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Manager
✨Tip Number 1
Familiarise yourself with the housebuilding industry and its standards. Understanding the specific challenges and expectations in this sector will help you demonstrate your expertise during interviews.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've effectively managed teams in the past. Highlighting your ability to coach and develop others will resonate well with the hiring team.
✨Tip Number 3
Prepare to discuss your approach to customer satisfaction and how you've successfully resolved complaints in previous roles. This will illustrate your commitment to putting customers at the heart of everything you do.
✨Tip Number 4
Research the company's values and recent projects. Being able to align your personal values with theirs and discussing relevant projects will show your genuine interest in the role and the company.
We think you need these skills to ace Customer Care Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer care management, particularly within the housebuilding industry. Use specific examples that demonstrate your ability to manage teams and resolve customer issues effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for quality and professionalism. Mention how your previous experiences align with the responsibilities outlined in the job description, such as managing customer complaints and ensuring compliance with policies.
Highlight Key Skills: In your application, emphasise skills like resilience, multitasking, and the ability to influence others. These are crucial for the role and should be backed up with examples from your past work experiences.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are essential for a Customer Care Manager.
How to prepare for a job interview at TSR Recruitment Limited
✨Show Your Passion for Customer Care
Make sure to express your genuine enthusiasm for providing excellent customer service. Share specific examples from your past experiences where you went above and beyond to ensure customer satisfaction, especially in the housebuilding industry.
✨Demonstrate Your Leadership Skills
As a Customer Care Manager, you'll be leading a team. Be prepared to discuss your management style and how you've successfully motivated and developed your team in previous roles. Highlight any training or coaching initiatives you've implemented.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Think of scenarios where you've had to handle customer complaints or resolve issues under pressure. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Familiarise Yourself with Company Policies
Research the company's policies and procedures related to customer care. Being knowledgeable about their standards will show your commitment to aligning with their values and help you answer questions more effectively during the interview.
