At a Glance
- Tasks: Lead a top-notch customer service team and enhance the customer journey.
- Company: Join Places for People, a leading social enterprise focused on community.
- Benefits: Enjoy a competitive salary, generous holiday, and a cashback healthcare plan.
- Other info: Be part of an inclusive community that values growth and respect.
- Why this job: Make a real difference in customer satisfaction while developing your leadership skills.
- Qualifications: Experience in managing customer service teams and understanding of housing industry standards.
The predicted salary is between 36000 - 60000 £ per year.
As our Customer Service Manager, you'll lead the delivery of a first-class aftercare service for our new homes' customers, ensuring every interaction reflects our People Promises. You'll motivate and develop a high performing Customer Service team, creating a culture where quality, professionalism and accountability come naturally. Reporting to the Head of Customer Care, you'll take ownership of the full customer journey across the region, ensuring we meet our targets for Customer Satisfaction and Customer Effort.
You'll oversee daily customer operations across all channels and use industry best practice to continually improve our service. You'll handle complex or longstanding customer issues, ensuring they're resolved efficiently and in line with NHBC standards. Accurate records and defect data will be essential, helping you spot trends and drive improvements. You'll ensure post occupation remedial works are completed on time with a strong focus on first-time fix. As the escalation point for complaints, you'll manage them within agreed SLAs and lead the team to meet all KPIs and regulatory requirements.
More about you
Please note: A situational judgment test will be applicable as part of our shortlisting phase. To be eligible for an interview you must be able to clearly demonstrate in your application the following essential criteria:
- Proven line management experience, with the ability to lead, coach and develop Customer Service or Aftercare teams.
- Strong defect diagnosis skills, with confidence assessing technical issues in new homes.
- Experience managing defects and repairs within the construction or new build housing industry.
- Solid understanding of NHBC Standards, warranty obligations and post completion customer processes.
- Your approach is proactive and solutions 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 and customer centred.
- Most importantly, you'll bring the resilience, professionalism and people-first mindset needed to ensure every customer receives the high-quality service they expect from a new homes provider.
At Places for People, we hire People, not numbers! So, if you like the sound of one of our jobs, please apply - you could be just who we're looking for! Of course, experience and track record are important, but we're more interested in hiring someone that embodies our People Promises. 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. So, what are you waiting for? Join a community that cares about you!
Benefits
We are a large, diverse, and ambitious business, which will give you all the challenge you could wish for. 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
- Cashback plan for healthcare costs - up to 500 saving per year
- Competitive Bonus
Customer Services Manager (Leeds) employer: Places Developments
At Places for People, we pride ourselves on being an exceptional employer, offering a vibrant work culture that prioritises community spirit and employee growth. As a Customer Services Manager in Leeds, you'll benefit from a competitive salary, generous holiday allowance, and a supportive environment that encourages professional development while ensuring every customer interaction reflects our commitment to quality and accountability. Join us and be part of a diverse team dedicated to making a meaningful impact in the lives of our customers and communities.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Manager (Leeds)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Places Developments. 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 Places Developments 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 Services Manager (Leeds)
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 Places Developments:Your cover letter is your chance to shine! Tell us why you want to work at Places Developments 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 Places Developments!
How to prepare for a job interview at Places Developments
✨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.
