As our Customer Service Manager,you\'lllead the delivery of afirst-classaftercare service for our newhomes\'customers, ensuring every interaction reflects our People Promises.You\'llmotivate and develop ahigh performingCustomer Service team, creating a culture where quality, professionalism and accountability come naturally. Reporting to the Head of Customer Care,you\'lltake ownership of the full customer journey across the region, ensuring we meet our targets for Customer Satisfaction and Customer Effort. You\'lloversee daily customer operations across all channels and use industry best practice to continually improve our service.Accurate records and defect data will be essential, helping you spot trends and drive improvements.As the escalation point for complaints,you\'llmanage them within agreed SLAs and lead the team to meet all KPIs and regulatory requirements. Proven line management experience, with the ability to lead, coach and develop Customer Service or Aftercare teams. ~ Experience managing defects and repairs within the construction or new build housing industry. ~ Your approach is proactive andsolutions focused, with the ability to analyse data, spot trends and drive meaningful improvements. You understand the importance of compliance, risk management and delivering a service that is both efficient andcustomer centred. That\'s someone who does the right thing, is enthusiastic and motivated to grow, believes in community spirit, is respectful and enjoys their work. As the UK\'s leading social enterprise, we don\'t discriminate based on any protected attribute. In fact, we\'re dedicated to creating inclusive and thriving communities for both our customers and employees. Join a community that cares about you! We know that there\'s always more we can do to make you smile, that\'s why we offer a comprehensive benefits package with each role, yours will include: ~ Competitive salary, with a salary review yearly ~ Pension with matched contributions up to 7% ~ Excellent holiday package 35 days annual leave with the option to buy or sell leave ~ Competitive Bonus ]] ~
