At a Glance
- Tasks: Ensure homes meet quality standards and guide customers through their new home experience.
- Company: Berkeley Group, a leader in building sustainable communities across the UK.
- Benefits: Enjoy 25-33 days annual leave, health benefits, and a supportive work environment.
- Other info: Join a collaborative team with opportunities for personal and professional growth.
- Why this job: Make a real difference in people's lives by enhancing their home experience.
- Qualifications: Previous customer service experience is essential; construction knowledge is a plus.
The predicted salary is between 25000 - 30000 £ per year.
Berkeley Group builds homes and neighbourhoods across London, Birmingham and the South of England. We revive underused land, creating welcoming, sustainable and nature-rich places where communities thrive and where people of all ages and backgrounds enjoy a great quality of life.
Department: Customer Services
Location: Taplow, Buckinghamshire
What You'll Be Doing
- This role is a 2 year fixed term contract, we welcome applicants looking for long term roles.
- Carry out quality inspections of completed homes, ensuring they meet company standards before handover.
- Guide customers through their new home before and at completion, explaining how features work, taking meter readings, and providing keys and homeowner information.
- Support customers after they move in, responding to queries, managing reported issues, and ensuring repairs are completed within agreed timescales.
- Build positive relationships with customers, subcontractors, Housing Associations, warranty providers, and internal teams to resolve issues efficiently and deliver a great customer experience.
- Work closely with Sales, Construction and Customer Service colleagues to provide clear, consistent communication and support continuous improvement.
- Monitor customer feedback and satisfaction survey results, identifying trends and recurring issues to help improve our homes, services and overall customer experience.
- Share feedback on recurring issues and product performance with the Customer Experience Director to support continuous improvement of our homes and services.
- Attend meetings, provide cover for colleagues when needed, and support the wider team with additional duties as required.
- Work with warranty providers (including NHBC and Premier) to support inspections and help resolve any issues identified during the 10-year structural warranty period.
What You'll Bring
- Previous experience in a customer service role is essential.
- Experience in construction or property is desirable but not essential.
- Experience working with a diverse or international customer base is an advantage.
- Basic understanding of building terminology would be beneficial.
Skills & Attributes
- Confident using IT systems and digital tools.
- Strong communication skills with the ability to build positive relationships with customers, colleagues and partners.
- Team player with a collaborative approach.
- Able to influence outcomes and support effective resolution of customer issues.
- High attention to detail and accuracy.
Why join us?
- 25 days annual leave, increasing with service to 33 days.
- Health and wellbeing benefits including Private Medical Insurance.
- Lifestyle benefits including access to an online discount platform.
- Berkeley Foundation volunteer day.
- Private pension plan.
- Group life assurance.
The standard default full-time working hours in the office are 8am-5pm with core working hours 9am-4pm.
Internal Applicants
If you’re an internal applicant, please ensure you’ve informed your line manager of your intention to apply for this position.
Customer Service Manager employer: Berkeley Group Plc
Berkeley Group is an exceptional employer, offering a supportive work culture that prioritises employee wellbeing and growth. Located in the picturesque Taplow, Buckinghamshire, we provide our Customer Service Managers with generous benefits such as 25 days of annual leave, private medical insurance, and opportunities for community engagement through the Berkeley Foundation. Join us to be part of a team that values collaboration, continuous improvement, and delivering outstanding customer experiences in creating sustainable communities.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Berkeley Group Plc.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Berkeley Group Plc. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Service Manager
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Berkeley Group Plc.
How to prepare for a job interview at Berkeley Group Plc
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Berkeley Group Plc's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Berkeley Group Plc offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
