At a Glance
- Tasks: Lead a team to deliver exceptional customer service and resolve complex issues.
- Company: Join Bellway, one of the UK's largest house builders with a focus on inclusivity.
- Benefits: Competitive salary, company van, annual bonus, and 25 days holiday.
- Other info: Flexible working options and opportunities for professional growth.
- Why this job: Make a real impact in customer care while developing your leadership skills.
- Qualifications: Experience in team management and excellent communication skills required.
The predicted salary is between 40000 - 50000 £ per year.
When registering to this job board you will be redirected to the online application form. Please ensure that this is completed in full in order that your application can be reviewed.
At Bellway we recognise that people are the key to our success, and we are committed to building an inclusive culture that values and respects difference combined with creating a safe and inclusive working environment for all colleagues. This means we are positive about making adjustments as well as providing flexible working and we would be happy to talk to you about how this could work for you.
There is an exciting opportunity to join Bellway, one of the UK’s largest house builders. Our North London Barking Division is looking to recruit a Customer Care Manager to join the Division’s Customer Care team.
The Role
The Customer Care Manager plays a pivotal role in ensuring the Customer Care department consistently delivers an exceptional service aligned with the values and standards set out in Bellway’s Customer Charter, NHBC, and NHQC expectations. This role supports the Head of Customer Care in the day-to-day management of the department, ensuring effective resource allocation, proactive customer engagement, and resolution of complex issues. This role reports to the Division’s Head of Customer Care.
Principal accountabilities of the role include:
- Positively contribute to the level of service delivered to our customers, in line with the Bellway Customer Charter and the standards expected by the NHBC and NHQC.
- Effectively manage the workload and tasks of the Customer Care team to ensure fair distribution and timely responses aligned with customer needs and service level agreements.
- Ensure high-quality service delivery by monitoring performance standards and driving continuous improvement initiatives.
- Take full ownership of complex customer issues and escalated complaints, ensuring timely resolution in line with service level agreements.
- Proactively prevent escalation by following Bellway’s Complaints Procedure, notifying the Head of Customer Care, and preparing detailed case files when required.
- Maintain accurate and up-to-date records of NHBC claims and resolutions, providing regular progress reports to the Head of Customer Care.
- Manage financial responsibilities including material costs, purchase orders (POs), and contra charges, in accordance with delegated authority levels.
- Collaborate effectively with Customer Care Operatives and Inspections Manager to schedule appointments and identify appropriate solutions.
- Engage regularly with the Head of Customer Care to support departmental planning, KPI development, and staff training initiatives.
Experience, Qualifications and Skills
Experience
- Experience of recruiting, developing and managing a team of staff.
- Demonstrable experience of meeting targets and deadlines.
- Experience of complaints management and working to deadlines under pressure.
- A proven track record of project management with the ability to take ownership.
- Housebuilding or related industry experience would be advantageous.
Qualifications and Training
- GCSE Maths and English at Grade 4/C (or equivalent) or above.
- Higher Qualifications would be advantageous.
- Current and Full UK driving licence.
Skills and Aptitude
- Excellent communication and interpersonal skills.
- Outstanding communicator and strong networker able to build effective relationships.
- Strong IT skills with experience of utilising MS Office applications.
- Ability to effectively organise and prioritise work.
- Resilient, particularly when faced with setbacks and challenges.
- Creative approach to problem solving and able to pre-empt potential challenges.
- Ability to work independently and as part of a team.
- Committed to diversity and inclusion.
The Role and Working Conditions
- Predominantly office-based role with the option to undertake some work remotely.
- Limited within region travel required to meet customers on site.
In return we can offer you:
- Competitive salary.
- Company Van.
- Competitive annual bonus.
- Contributory pension scheme.
- 25 days holiday, plus bank holidays.
- Access to discounts and benefits portal.
- ShareSave Scheme.
- Cycle to Work Scheme.
- Life assurance.
- Holiday Purchase Scheme.
- Earn and Learn Opportunities.
We reserve the right to close this vacancy if a large volume of applications are received.
Customer Care Manager employer: Bellway Homes
Bellway Homes is an exceptional employer, offering a dynamic work environment where innovation and growth are at the forefront. With a strong focus on employee development, you will have the opportunity to lead a talented team while contributing to our ambitious plans for expansion in the Eastern Counties. Our supportive culture fosters collaboration and provides clear pathways for career advancement, making it a rewarding place to build your future in the housebuilding industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Bellway Homes. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Bellway Homes before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Care Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Bellway Homes:Your cover letter is your chance to shine! Tell us why you want to work at Bellway Homes specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Bellway Homes!
How to prepare for a job interview at Bellway Homes
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
