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- Tasks: Lead a team to deliver exceptional customer service and resolve complex issues.
- Company: One of the UK's largest housebuilders focused on affordable housing.
- Benefits: Competitive salary, annual bonus, company car, and generous leave.
- Why this job: Make a real difference in customer satisfaction while managing a dynamic team.
- Qualifications: Experience in customer service and team management, ideally in construction.
- Other info: Opportunity for career growth and volunteering days.
The predicted salary is between 36000 - 60000 £ per year.
12-month contract in the Crawley area – start ASAP.
One of the UK’s largest housebuilders, known for delivering affordable, multi-tenure housing through both private developments and partnerships.
As the Customer Service Manager, you will provide day-to-day management and support to the Customer Service office and technician teams to provide an exceptional, consistent level of customer service to all local partnerships and open-market sales customers and assist the business in maintaining high customer satisfaction scores.
- Review all open cases and jobs with each coordinator, discuss any past SLA cases and ensure the coordinator is equipped to ensure service delivery can be maintained.
- Ensure Health & Safety processes are followed to ensure safe working in customers' homes.
- Distribute Subcontractor reports and highlight any non-performance or poor delivery issues.
- Review and oversee all job quotes with the Customer Service Director and manage the invoice payment process through a review of all submissions with the Coordinators.
- Complete a review prior to customers entering their 9-month survey window, to ensure that we are achieving leading customer service standards and performance measures in order to achieve our HBF target.
- Attend escalated complaints to ensure that an amicable solution is reached where required.
- Managing a small team of 2 coordinators.
- 50% of the job you will be out visiting our customers across the M23 corridor.
What you’ll need to succeed:
- Previous experience in Customer Service, leading operations and delivering excellent service to vendors, partners and customers.
- A background in Construction/House Building would be advantageous.
- Proven experience with complex customer resolution.
- Working with multiple teams in a fast-paced and challenging environment.
- Positive mentality and resilience are key.
- Full Driving licence with a willingness to travel.
- Previous experience in people management would be ideal.
What you’ll get in return:
- Competitive basic salary and annual bonus.
- Company car, car allowance or travel allowance.
- Up to 33 days annual leave plus bank holidays increasing to up to 39 days with service.
- 2 Volunteering days per annum.
If you’re interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn’t quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
Customer Service Manager in Northgate employer: Hays
Contact Detail:
Hays Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager in Northgate
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who might know someone at the company you're eyeing. A friendly chat can sometimes lead to a referral, which is gold when it comes to landing that Customer Service Manager role.
✨Tip Number 2
Prepare for the interview by researching the company and its values. Understand their approach to customer service and think of examples from your past experience that align with their goals. This will show them you’re not just another candidate, but someone who truly gets what they’re about.
✨Tip Number 3
Practice your answers to common interview questions, but keep it natural. You want to sound confident and genuine, not like you’re reading from a script. We recommend doing mock interviews with friends or family to get comfortable with your delivery.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it’s a great opportunity to reiterate why you’d be a perfect fit for their team.
We think you need these skills to ace Customer Service Manager in Northgate
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Customer Service Manager role. Highlight your experience in customer service and any relevant skills that match the job description. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of your past experiences that demonstrate your ability to manage teams and resolve complex customer issues.
Showcase Your People Skills: As a Customer Service Manager, you'll be leading a small team. Make sure to highlight your people management experience in your application. We love seeing candidates who can inspire and motivate others!
Apply Through Our Website: Don't forget to apply through our website! It’s the easiest way for us to receive your application and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Hays
✨Know Your Customer Service Inside Out
Make sure you brush up on your customer service principles and practices. Be ready to discuss how you've handled complex customer resolutions in the past, especially in a fast-paced environment. This will show that you understand the importance of maintaining high customer satisfaction scores.
✨Familiarise Yourself with the Company
Research the housebuilding industry and the specific company you're interviewing with. Understand their values, recent projects, and any challenges they face. This knowledge will help you tailor your answers and demonstrate your genuine interest in the role.
✨Prepare for Scenario-Based Questions
Expect questions that ask you to describe how you would handle specific situations, such as escalated complaints or managing a team. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly and effectively.
✨Showcase Your Leadership Skills
Since you'll be managing a small team, be prepared to discuss your leadership style and experiences. Share examples of how you've motivated teams, resolved conflicts, and ensured everyone is equipped to deliver exceptional service.
