At a Glance
- Tasks: Lead a maintenance team to deliver exceptional customer care and resolve issues efficiently.
- Company: Join a reputable housebuilder known for outstanding customer service.
- Benefits: Enjoy a competitive salary, company van, fuel card, and performance bonuses.
- Other info: Opportunity for ongoing training and career growth in a dynamic environment.
- Why this job: Make a real difference in customer satisfaction while developing your leadership skills.
- Qualifications: Experience in customer care management and a trade background are essential.
The predicted salary is between 48000 - 48000 £ per year.
- Customer Care Operations Manager
- Working Pattern : Monday to Friday | 8:00am – 4:00pm
The Opportunity
An exciting opportunity has arisen for an experienced
Customer Care Operations Manager to join a well-established and highly successful housebuilder.
This is a fantastic opportunity for someone with a strong trade background and previous experience within New Homes Customer Care to lead an established maintenance team, ensuring customers receive an exceptional aftercare service.
Working closely with the Customer Care department, Construction teams and homeowners, you will oversee the delivery of all maintenance works, manage customer escalations and ensure defects are resolved efficiently whilst maintaining the highest levels of customer satisfaction.
The Role
- Manage a team of nine Multi-Skilled Customer Care Maintenance Operatives.
- Lead, coach and develop the maintenance team to ensure high performance and excellent customer service.
- Inspect completed remedial works to ensure they meet company quality standards.
- Diagnose complex defects and determine the most effective remedial solutions.
- Manage customer complaints and escalated cases through to successful resolution.
- Assess snagging items and determine whether issues fall within warranty or defect liability.
- Manage NHBC warranty claims and work closely with warranty providers where required.
- Visit customer homes and developments to inspect defects and discuss remedial works with homeowners.
- Liaise with Construction, Sales and Customer Care teams to ensure effective communication throughout the customer journey.
- Ensure Health & Safety procedures and company policies are followed at all times.
- Drive continuous improvements in customer satisfaction and operational performance.
About You
The successful candidate will have
- Previous experience within a Customer Care Operations, Customer Care Management or Maintenance Management role within the New Homes industry.
- A trade background, ideally Joinery or Multi-Skilled Maintenance.
- Experience managing maintenance operatives or trade teams.
- Strong knowledge of NHBC standards, warranty procedures and defect management.
- Experience handling customer complaints and resolving escalated issues.
- The confidence to inspect completed works and maintain high quality standards.
- Excellent communication and customer service skills.
- Strong organisational skills with the ability to prioritise a busy workload.
- Good IT skills including Microsoft Office.
- A full UK driving licence.
Package & Benefits
- £48,000 basic salary.
- Company van.
- Fuel card.
- Performance-related bonus.
- Pension scheme.
- Life assurance.
- Employee benefits platform.
- Ongoing training and development.
- Opportunity to join a stable and growing regional business with an excellent reputation for customer care.
To find out more about this position please contact
Mobile
07720 160978
Lucy Wainwright | Associate Director
About Us
Based in Bridgend, South Wales, Foresite Recruitment provides forward-thinking, dynamic, and tailored recruitment solutions to construction companies, developers, and housebuilders nationwide.
Our team is driven by a desire to make the recruitment life cycle as hassle-free as possible.
We pride ourselves on the service and experience we provide, working with the best candidates and clients from across the UK.
We are an equal opportunities employer and value diversity and inclusion.
We will provide reasonable support to disabled applicants throughout the recruitment process.
If you require any adjustments to attend or perform during the interview process, please let us know.
Customer Care Operations Manager employer: Foresite Recruitment Limited
Foresite Recruitment Limited is an exceptional employer, offering a dynamic work environment where sales professionals can thrive in the vibrant housing market of Lancashire. With a competitive salary and lucrative commission structure, employees are not only rewarded for their hard work but also supported through ongoing training and development opportunities, fostering both personal and professional growth. The company's commitment to excellence in customer service and teamwork creates a positive culture that empowers individuals to achieve their best.
Contact Details:
Foresite Recruitment Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Operations Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Foresite Recruitment Limited. 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 Foresite Recruitment Limited 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 Operations 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 Foresite Recruitment Limited:Your cover letter is your chance to shine! Tell us why you want to work at Foresite Recruitment Limited 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 Foresite Recruitment Limited!
How to prepare for a job interview at Foresite Recruitment Limited
✨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.
