Customer Care Operations Manager (New Homes Developer)

Responsibilities:

• To ensure all Customer Care Operatives and contractors are compliant with all SHE policies and procedures, putting the safety of our teams as first priority. To include full compliance with the mandatory SHE training for Operatives as per the Training Matrix
• Undertake all required inspections of reported defects for all plots once handed to Customer Care. To advise customers of agreed works and confirm, with detailed reason, why items not covered by warranty will not be actioned. Agreed works to be clearly reported back to the office team with supporting detail of labour, subcontractors, materials, equipment and timescales required to complete works efficiently within a single visit.
• Manage the Customer Care Operatives effectively, ensuring adherence with our Customer Care Charter and policies & procedures.
• To ensure that all Customer issues are dealt with quickly, professionally and to their complete satisfaction.
• Build robust relationships and liaise regularly with the Construction, Technical and Sales Departments to ensure Customer issues are responded to quickly and professionally.
• Ensure that all administration and IT systems are fully utilised and managed effectively to achieve the objectives set by the company, in particular, the Operative App, Root Cause and the forthcoming Inspection App.
• Ensure subcontractors and suppliers perform in adherence with our agreed company SLA's - performance to be managed, with persistent non-adherence to be escalated to the Head of Customer Care & Construction Director.
• Ensure that remedial works are completed in accordance with NHBC Standards, guidelines and their document, A Consistent Guide to Finishes
• To undertake both regular and random inspections of both Customer Care Operatives and subcontractor works.
• Ensure Customer Care Operatives are well-directed with clear guidelines to their own job responsibilities, and provided with full support in achieving these in terms of communication, training and development, to include undertaking PDR's for all Customer Care Operatives.
• Attend weekly internal meetings with Customer Care Operatives to resolve any issues, and minute the meetings for the benefit of colleagues and the Construction Director (or Managing Director where appropriate).
• Communicate important Customer Care issues to the Head of Customer Care, Construction Director (and Managing Director, where appropriate) for review on a weekly basis.
• Ensure cost control is monitored for any works that are carried out, in particular larger scale projects.
• Provide personal and customer feedback to the Division on areas of workmanship, design and specification to improve future product quality.
• Attend NHBC Resolutions and bring learning/feedback back to workplace, ensure prompt conclusion of any works deemed necessary by the NHBC within the time frame set.
• Carry out New Home Tours and handovers where necessary, in particular on closed sites where a construction and sales presence has been removed.
• Promote and act in accordance with all Group values, systems, policies and procedures.