Customer Service Manager

Crest Nicholson plc; Tamworth; On-site; GBP 30,000 - 60,000

Job description

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Crest Nicholson has been building new homes for over 60 years and is firmly established as a leading developer with a passion for not just building homes, but creating vibrant sustainable communities.

We are currently recruiting for a Customer Services Manager to join our Midlands team based in Tamworth.

The Customer Services Manager will be responsible for a small team who manage customers throughout our warranty period while maintaining a customer-focused approach and delivering high levels of customer service at all times.

Key Responsibilities:

• Undertake a Customer Service Inspection for each completed Open Market plot, fill out the log book and notify Site Manager and Sales Advisors of inspection result.
• Liaise with Site Managers, sign Final Completion Certificate. If works are required, re-attend for a final clear down Inspection.
• Perform a Sales CSI every 3 months to stock and showhome units and organize any remedial work on behalf of Sales and Marketing.
• Attend the end of Defects Inspection for Housing Association Contracts to confirm any final warranty obligations. Arrange works arising from the Inspection.
• Face-to-Face meetings with customers at request, ensuring faults are noted and action required with agreement from the customer.
• Deal directly with the customer regarding any remedial work assessments.
• Report to the Customer Service Executive in monitoring the level of remedial work, preparing regular maintenance service reports, and controlling the level of expenditure against the agreed maintenance budget.
• Manage and control sub-contractors to ensure that warranty contractual obligations are being met.
• Provide clear guidance and support to the Technicians regarding remedial tasks.
• Order or supply information to Coordinator to facilitate the ordering of Supplier Materials as necessary to enable the completion of remedial tasks by Technicians.
• Manage all open tasks to a timely satisfactory resolution, ensuring that the customer is kept informed.
• Represent Crest Nicholson at NHBC Buildmark Investigation Visits and report findings to the Customer Service Executive.
• Identify consequential costs which should be recovered from the original trade and implement contra charges where a clear responsibility can be proven.
• Comply with Group Health and Safety Policies at all times, ensuring Risk Assessments are written or obtained from our Contractors where required.

Desired Qualifications/Attributes:

• Construction/Customer Service Qualification
• Knowledge of the Construction Process.
• Understanding of NHBC Warranties and Standards
• 3 years’ experience in a customer-focused environment.
• Knowledge of and previous experience of COINS would be beneficial.
• Ability to communicate clearly both face-to-face, via telephone, and email.

The Company

Crest Nicholson is a leading developer of quality homes and thriving, sustainable communities.

We create great places for our customers to live, selecting desirable locations for our developments and taking a holistic approach to the design of our homes and their surroundings.

As an employer of choice, we offer an extensive range of benefits, to include:

• Company Bonus Scheme
• Private healthcare and cash plan options
• 25 days' annual leave
• Cycle to work scheme
• Share save scheme

We are an inclusive employer; the Company will consider flexible working requests for all roles.

We seek to be an ethical and progressive employer which encourages a culture of openness, creativity, and continuous professional development and which rewards the effectiveness and loyalty of our employees as an equal opportunities employer.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Customer Service

Industries

Construction