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- Tasks: Lead the Customer Care team to ensure a 5-star experience for our customers.
- Company: Join a top-rated residential housebuilder with a strong reputation.
- Benefits: Enjoy a competitive salary, bonus scheme, and flexible working arrangements.
- Why this job: Make a real difference in customer satisfaction and lead a passionate team.
- Qualifications: Experience in customer care management within a residential development environment.
- Other info: Flexible working options and extensive benefits for a balanced lifestyle.
The predicted salary is between 36000 - 60000 £ per year.
Overview
Responsibilities:
- Responsible for: Customer Care team
- Reporting to: Managing Director
- Client: Residential Housebuilder with a 5* HBF accreditation
- Location: Cheltenham/ Tewkesbury region
- Geographical region: North Gloucestershire, Cotswolds and South Midlands
- Working arrangements: Flexible working arrangements between office, home and site(s)
Job Purpose
As Head of Customer Care, you will be responsible for the day-to-day running and operations of the Customer Care team and sit on the regional board. You will implement the Group's policies and procedures in relation to Customer Care, meet and maintain quality assurance standards, contribute towards the region meeting its Customer satisfaction targets, and manage all post-occupation customer-related issues through to resolution via the Customer Care team.
The role is responsible for providing leadership to the Customer Care team comprised of Customer Care Office Managers, Field Operations Managers, Co-ordinators, Administrators and Maintenance. You will drive and lead 5* Customer Care standards, oversee the Customer Care team to ensure a 5* experience is maintained for our customers, and ensure the service is provided within Company Guidelines, Group Standards and Procedures for Customer Care to maintain customer satisfaction and the company reputation.
About you
- Proven track record working for a residential developer, main contractor or housing association.
- Proven track record of managing high performing customer care teams, or teams within a highly customer centric environment.
- A customer care champion who leads from the front.
- Demonstrate exceptional verbal and written communication skills.
- A positive, can-do attitude.
- Ability to juggle multiple priorities and multi-task whilst remaining calm under pressure.
- Ability to influence others and drive behaviours.
- Thrive in a busy, fast-paced environment.
- Resilient in the face of negativity.
Benefits
- Competitive base salary
- Company bonus scheme
- 25 days holiday plus bank holidays
- Company car/car allowance
- Private healthcare
- Life insurance/ Life assurance
- Company pension scheme
- Extensive choice of flexible benefits
- Extensive choice of company-wide benefits
- Flexible working arrangements on offer
Head Of Customer Care in Cheltenham employer: Crest Recruitment
Contact Detail:
Crest Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head Of Customer Care in Cheltenham
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work in customer care or residential development. A friendly chat can lead to insider info about job openings that aren't even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its customer care standards. Show us you understand their values and how you can contribute to maintaining that 5* experience they pride themselves on.
✨Tip Number 3
Practice your communication skills! As a Head of Customer Care, you'll need to demonstrate exceptional verbal and written abilities. Try mock interviews with friends or use online resources to refine your pitch.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Head Of Customer Care in Cheltenham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Head of Customer Care role. Highlight your experience in managing customer care teams and any relevant achievements that showcase your ability to drive 5* standards.
Craft a Compelling Cover Letter: Your cover letter should tell us why you're the perfect fit for this role. Share specific examples of how you've led teams in a customer-centric environment and how you’ve tackled challenges in the past.
Showcase Your Communication Skills: Since exceptional communication is key, ensure your application reflects your verbal and written skills. Use clear, concise language and make sure there are no typos or errors – we want to see your attention to detail!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and for you to stay updated on your progress!
How to prepare for a job interview at Crest Recruitment
✨Know Your Customer Care Standards
Before the interview, make sure you’re well-versed in the 5* Customer Care standards that the company upholds. Familiarise yourself with their policies and procedures, as this will show your commitment to maintaining high-quality service.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led customer care teams in the past. Highlight specific situations where you influenced team behaviour or improved customer satisfaction. This will demonstrate your capability to lead and inspire others.
✨Demonstrate Your Problem-Solving Abilities
Think of instances where you’ve resolved post-occupation customer-related issues effectively. Be ready to discuss these scenarios during the interview, showcasing your calmness under pressure and your ability to juggle multiple priorities.
✨Communicate Clearly and Positively
Practice your verbal and written communication skills before the interview. Being articulate and positive can set you apart, especially in a role that requires exceptional communication. Remember, a positive, can-do attitude goes a long way!
