At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer service and satisfaction.
- Company: Prestigious 5-star housebuilder based in Cheshire.
- Benefits: Competitive salary, career growth, and a supportive work environment.
- Other info: Fast-paced role with opportunities for continuous improvement and development.
- Why this job: Make a real impact on customer experiences and drive service excellence.
- Qualifications: Experience in housebuilding and managing high-performing teams.
The predicted salary is between 40000 - 50000 £ per year.
We are currently recruiting for a Customer Care Manager on behalf of a prestigious 5-star housebuilder based in Cheshire.
In this role, you will lead and develop a high-performing team of five Customer Care Coordinators, ensuring exceptional service delivery and customer satisfaction at every stage of the homeowner journey.
As Customer Care Office Manager, you will oversee the frontline of our customer service operation, managing a team of Coordinators and Administrators dedicated to providing timely, empathetic, and professional support.
Your leadership will be instrumental in maintaining the highest standards of customer care, driving team performance, achieving service targets, and ensuring every customer receives a positive and seamless experience with the business.
Lead and manage the Customer Care Office team, providing coaching, support, and structure to enable them to perform at their best.
Oversee all customer communications - ensuring every enquiry, issue, or concern is handled professionally, promptly, and in line with agreed SLAs.
Drive performance and consistency, supporting your team to meet service targets and ensuring all systems and processes are followed with precision.
Maintain a deep working knowledge of internal systems and procedures, using this to manage team performance and uphold governance and compliance.
Identify and resolve customer escalations, working proactively to resolve issues before they become complaints, and supporting the Head of Customer Care when complaints do arise.
Collaborate with internal teams - especially the Customer Care Operations Manager, Construction, and Supply Chain - to ensure smooth coordination and resolution of remedial works Monitor and manage cost control, ensuring contra-charging is accurately recorded and that processes for authorisation and accountability are followed.
Champion customer satisfaction, leading efforts to improve outcomes on NHBC Customer Satisfaction Surveys and other customer experience metrics.
Visit sites as required, attending meetings with customers and operational colleagues to support strong, joined-up service delivery.
Oversee and monitor key activities aligned to our Customer Care Timeline, ensuring full compliance with the New Homes Quality Code.
Use this insight to highlight both successes and areas for improvement across the business.
Champion and support a culture of customer service excellence, driving performance towards our stretch targets.
With our HBF 5-star status as the benchmark, ensure continuous improvement remains at the heart of everything we do We are looking for a confident people leader and strong communicator who brings structure, energy, and empathy to their work.
You should: Have a strong background working for a Housebuilder Have proven experience managing or helping to lead a high-performing customer care team - ideally with a track record of influencing process, coaching others, and driving improvement.
Be a natural problem solver who remains calm and positive under pressure.
Possess excellent verbal and written communication skills, with a clear, professional and empathetic style.
Be customer-obsessed, with a deep understanding of what great service looks like and how to deliver it.
Have strong IT skills, including confidence using Microsoft Excel and Power Point, and a quick grasp of new systems.
Thrive in a fast-paced environment where priorities can shift and no two days are the same.
Be proactive, highly organised, and capable of leading a team with both care and accountability TPBN1_UKTJ
Customer Care Manager in Woking employer: HBF Recruitment Ltd
Join a prestigious 5-star housebuilder in Cheshire, where we prioritise exceptional service and employee development. Our collaborative work culture fosters growth and innovation, offering you the chance to lead a dedicated team while enjoying competitive benefits and a supportive environment that values your contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Manager in Woking
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at HBF Recruitment Ltd. 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 HBF Recruitment Ltd 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 Manager in Woking
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 HBF Recruitment Ltd:Your cover letter is your chance to shine! Tell us why you want to work at HBF Recruitment Ltd 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 HBF Recruitment Ltd!
How to prepare for a job interview at HBF Recruitment Ltd
✨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.
