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- Tasks: Assist in managing the Customer Service Department and resolve customer complaints.
- Company: Join a leading house building company focused on quality service and customer satisfaction.
- Benefits: Enjoy a competitive salary, company car, annual bonus, and 25 days holiday.
- Why this job: Be part of a dynamic team that values improvement and customer care in a fast-paced environment.
- Qualifications: Experience in a similar role is essential; strong communication and organisational skills are a must.
- Other info: Opportunity to take ownership of customer issues and drive positive change within the department.
The predicted salary is between 28800 - 43200 £ per year.
To assist the Customer Service Manager in the management of the Customer Service Department, including but not limited to; department employees, reporting, management meetings, the resolutions of complaints and introducing improvements within the department.
To be responsible for the allocation of resources; including Customer Service Operatives and Contractors, to undertake agreed work in occupied homes, ensuring the Customer Service Coordinators have the resources and support to remedy issues promptly.
Key Duties / Responsibilities:
- To ensure the safe working practice of Customer Service Operatives is adhered to, the management of diaries is maintained and time sheets are available on time.
- To collate and manage the information and data on Legal Completions and works taking place after Legal Completion by Site Teams. Collate all paperwork relating to these plots in line with company procedures and inform the Customer Service Manager and Site Teams of requirements.
- Manage the Coordinator weekly reports and paperwork in line with procedures and assist the coordinators with defects, queries and complaints.
- Management of any Warranty Provider Claims and dealing with claims upon receipt until resolved.
- To ensure all regional procedure information and records are updated.
- To ensure data is being achieved and recorded for all customer issues, ensuring accuracy on figures for reporting.
- Assist with the correct allocation of work to the Customer Support Operative team, the existing Site Teams and Contractors.
- Manage Operatives timesheets, any overtime, vehicles and trackers.
- Monitor and manage the paperwork received from Site Teams in line with procedures.
- Allocate any Warranty Provider claim inspections and works as required to resolution.
- Manage the work of contractors and report inadequate contractor outcomes to the Customer Service Manager.
- To deal effectively with complaints received and maintain information required for Management.
- Address unsuccessful or inadequate remediation of customer issues.
- Support the Customer Service Manager with the implementation of improvements within the department.
- To ensure that out of hours services information is updated and deal with any emergencies.
- Take ownership of all ongoing customer issues which have been escalated to management level.
- Manage and exceed customer expectations to provide the quality of service required.
Qualifications: Qualified by experience.
Experience: Experience of working in a similar role in a house building company.
Key knowledge and skills:
- Ability to work independently and within a team, prioritise work and take initiative.
- Teamwork and leadership skills.
- Excellent verbal and written communication skills.
- Clear decision-making abilities and the foresight to assist others when required.
- Excellent organisational skills.
- Ability to work well under pressure in a fast-moving environment.
- Effective customer complaint handling (Essential).
Personal attributes: Excellent communicator and highly motivated.
What we offer:
- Competitive Salary
- Company Car or Allowance
- Annual Bonus
- 25 days holiday
- Life Assurance
Assistant Customer Service Manager employer: Harron Homes
Contact Detail:
Harron Homes Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Assistant Customer Service Manager
✨Tip Number 1
Familiarise yourself with the key responsibilities of the Assistant Customer Service Manager role. Understanding the nuances of managing customer complaints and coordinating with various teams will help you demonstrate your knowledge during interviews.
✨Tip Number 2
Network with current or former employees in similar roles within the house building industry. They can provide valuable insights into the company culture and expectations, which can be beneficial when discussing your fit for the position.
✨Tip Number 3
Prepare examples from your past experience that showcase your ability to handle customer complaints effectively. Highlighting specific instances where you've improved processes or resolved issues will set you apart from other candidates.
✨Tip Number 4
Stay updated on industry trends and best practices in customer service management. Being knowledgeable about current challenges and solutions in the field will demonstrate your commitment and readiness for the role.
We think you need these skills to ace Assistant Customer Service Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service management, particularly in the house building sector. Emphasise your leadership skills and any specific achievements that demonstrate your ability to manage teams and resolve complaints effectively.
Craft a Compelling Cover Letter: In your cover letter, address the key responsibilities outlined in the job description. Explain how your previous experiences align with the role of Assistant Customer Service Manager and showcase your problem-solving abilities and commitment to customer satisfaction.
Highlight Relevant Skills: Clearly list your skills that match the job requirements, such as excellent communication, organisational skills, and the ability to work under pressure. Provide examples of how you've successfully handled customer complaints or improved processes in past roles.
Proofread Your Application: Before submitting your application, thoroughly proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for the role.
How to prepare for a job interview at Harron Homes
✨Showcase Your Customer Service Experience
Make sure to highlight your previous experience in customer service roles, especially in the house building sector. Be prepared to discuss specific examples of how you've handled complaints and improved customer satisfaction.
✨Demonstrate Leadership Skills
As an Assistant Customer Service Manager, you'll need to show that you can lead a team effectively. Share instances where you've successfully managed a team or project, focusing on your ability to motivate others and resolve conflicts.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills. Prepare for scenarios related to managing customer complaints or coordinating with contractors, and think through how you would handle these situations.
✨Emphasise Organisational Skills
Given the role's focus on managing resources and paperwork, be ready to discuss your organisational strategies. Talk about tools or methods you use to keep track of tasks and ensure everything runs smoothly.
