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Your new role

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

What you need to do now

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.