Senior Customer Care Manager - Central London

We are looking for a confident, motivated and experienced Senior Customer Care Manager to join an amazing scheme in the heart of the capital.

As a Senior Customer Care Manager you will be expected to professionally receive service requests from customers and carry out or coordinate any required action to efficiently and effectively resolve any issues in a timely manner (ensuring that the Defect Management System is kept updated) whilst promoting the company values.

The Responsibilities of a Customer Care Manager:

• Answer all incoming calls within 3 rings in a professional and courteous manner
• Log all incoming and outgoing communications on the defect management system;
• Identify issues which can be resolved over the phone and talk the customers through next steps;
• Coordinate all required works with the Customers, Customer Service Managers and subcontractors ensuring that all defects are dealt with by the appropriate personnel (including sending defect notifications, following up and maintaining the defect management system)
• Carry out feedback calls regularly to all customers to gauge and ensure satisfaction levels (no less than monthly)

• Chase-up outstanding defects daily and maintain the defect management system;

  Keep all customers (external as well as internal) fully updated at all times;

• Regular reporting to the Head of Customer Care

• From time to time as required by the business, provide support to the sales team on site;
• Liaise with internal and external customers to ensure a smooth flow of information and work within the department as well as with other internal / external departments and business partners;
• Order materials as and when required;
• Support the department to ensure any issues that arise are effectively and efficiently dealt with;
• Effectively support the purchasers during the handover period with key handover appointments, home demonstrations and pre-occupation inspections as and when required;
• Any other ad-hoc duties as may be required

The ideal Senior Customer Care Manager should -

• Strong listening skills
• Be resilient
• Be Empathetic;
• Be a great team player;
• Must be Lateral / innovative thinker / problem-solver;
• Be Self-motivated & organised with exceptional time management skills
• Thrives under pressure in a fast paced busy environment
• Proven ability to learn systems
• Intermediate to advanced level of proficiency with MS Office programs and a good standard of written English

If you think this role sounds of interest to you please do not hesitate to send your CV across to Georgia.littlejohn @deverellsmith.com