Customer Care & Quality Manager

Customer Care & Quality Manager

Job Title: Customer Care & Quality Manager

Contract Type: Contract

Location: London

Industry: Administration

REF: 1045140

Job Published: 3 days ago

Customer Care & Quality Manager – London
£31.83 per hour

Location: Croydon office (Tues/Wed/Thurs) | Remote (Mon/Fri)

Division: Development - Customer Experience

About the Role:

• Join our Customer Experience team as a Customer Care & Quality Manager and play a crucial role in delivering excellent service to new homeowners.
• Overseeing a dedicated team, you’ll ensure defect logging, resolution, and handover standards are met efficiently.
• As part of a transformative period at our Housing service, your focus will be on maintaining high quality and fostering strong collaboration between customer care and construction teams.

Key Responsibilities:

• Team Leadership: Guide and manage Customer Care & Quality Executives, achieving KPIs and inspiring top performance.
• Quality Assurance: Set and document handover standards to guarantee customer satisfaction.
• Defect Management: Ensure timely defect resolution, escalating as needed for quick action.
• Stakeholder Collaboration: Work with Delivery Teams to uphold agreed standards, ensuring customer satisfaction at every step.

What We’re Looking For:

• The ideal candidate is a proactive manager with a solid background in customer service and defect management, as well as strong CRM, Excel, and reporting skills. You should be detail-oriented, excel in a fast-paced environment, and bring transferable skills if new to defect management.

Interested: For more information, contact Lily at Lilye@4recruitmentservices.com.

4Recruitment Services is an equal-opportunity agency and follows safe recruitment practices.