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- Tasks: Lead the Customer Care team to ensure a 5-star experience for our clients.
- Company: Join a top-rated residential housebuilder with a stellar reputation.
- Benefits: Enjoy a competitive salary, bonus scheme, and flexible working options.
- 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 arrangements and extensive benefits for a balanced lifestyle.
The predicted salary is between 36000 - 60000 £ per year.
Role: Head of Customer Care
- 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: Reporting into the Manager Director, 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. 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 regions meeting its Customer satisfaction targets, and to 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.
- To drive and lead 5* Customer Care standards.
- To oversee the Customer Care team, to ensure a 5* experience is maintained for our customers.
- To ensure the service is provided within Company Guidelines, Group Standards and Procedures for Customer Care, to ensure customer satisfaction and maintain the company reputation.
About you:
- Proven track record working for a residential developer, main contractor or housing association.
- Have a 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.
What about the benefits package?
- 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 employer: Crest Recruitment
Contact Detail:
Crest Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Care
✨Tip Number 1
Network like a pro! Reach out to your connections in the residential development sector and let them know you're on the lookout for opportunities. A friendly chat can lead to insider info about openings that might not even be advertised yet.
✨Tip Number 2
Prepare for those interviews by researching the company inside out. Understand their customer care philosophy and think about how you can contribute to maintaining those 5* standards. Show them you’re not just another candidate, but the perfect fit for their team!
✨Tip Number 3
Practice your communication skills! As a Head of Customer Care, you'll need to demonstrate exceptional verbal and written abilities. Consider mock interviews with friends or use online platforms to refine your pitch and responses.
✨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
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Head of Customer Care role. Highlight your experience in managing customer care teams and any relevant achievements that align with our 5* standards.
Showcase Your Communication Skills: Since exceptional verbal and written communication skills are key for this role, ensure your application reflects this. Use clear, concise language and check for any typos or errors before hitting send!
Demonstrate Your Leadership Style: We want to see how you lead from the front! Share examples of how you've motivated your team and driven customer satisfaction in previous roles. This will help us understand your approach to leadership.
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. It’s the easiest way for us to keep track of your application and get back to you quickly!
How to prepare for a job interview at Crest Recruitment
✨Know Your Customer Care Standards
Before the interview, brush up on what 5* Customer Care standards mean in the context of residential development. Be ready to discuss how you’ve implemented these standards in your previous roles and how you plan to maintain them in this position.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in leading high-performing customer care teams. Think about specific challenges you've faced and how you motivated your team to overcome them. This will demonstrate your ability to lead from the front.
✨Communicate Clearly and Confidently
Since exceptional verbal and written communication skills are crucial for this role, practice articulating your thoughts clearly. Consider doing mock interviews with a friend or using video recordings to refine your delivery and ensure you come across as confident and engaging.
✨Demonstrate Resilience and Positivity
Be prepared to discuss how you handle pressure and negativity. Share specific instances where you maintained a positive attitude while juggling multiple priorities. This will show that you can thrive in a busy environment and inspire your team to do the same.
