Agree and implement the management, control and reporting of all Customer Service activities and functions to meet the Region’s business plan, future growth requirements and customers expectations.
• Take a ‘whole company’ perspective to the performance of the regional business by positively influencing and enhancing the profitability and operating effectiveness of the business. • Support the Customer Service Manager, ensuring the effective Quality Control measures are implemented; ensuring customer satisfaction is delivered in line with Group and Regional Business requirements. • Assist the Customer Service Manager in ensuring the effective management, compliance, control and deployment of the Customer Service Teams, ensuring excellent Customer service is delivered in line with Group and Regional business requirements • Ensure Group policies and processes are followed such that the Customer Service Department effectively delivers, controls and reports on all Customer Service activities and functions adding value to the wider business and delivering the objectives of the Region. • Assist in ensuring the department is fully engaged in the process of determining and agreeing the delivery of Quality Standards, timescales and remedial programmes. • Assist in the management of Warranty Provider claims and attend resolution and insurance claim meetings eg. NHBC Rule 27 and Rule 28. • Assist in monitoring response times by sub contractors, and rectify as appropriate non- compliance with Customer Service Policy. • Assist in ensuring the Department maintains and delivers its predictions in accordance with budgets/forecast/cash flow. • Actively manage communications and operational interfaces with internal and external stakeholders to achieve the Regional business plan. • Promote a customer-focused culture and a ‘right first time’ approach to activities. • Assist in the provision of key status reports and updates on all KPIs relating to the Customer Service function. • At all times comply with responsibilities under the Company’s Health & Safety and Environmental and Corporate Responsibility Policies and all other company policies, procedures and instructions • Any other duties as reasonably requested.
Key duties and requirements
• Assist in the provision of key business information. • Achieve inspections and completion of tasks within agreed timescales. • Ensure Group Customer Service policies and processes are being followed. • Implement the department plan which achieves the Regional business strategy.
Who are we looking for?
• A relevant qualification or broad experience in Customer Service • Broad understanding of the implications of Acceptable Quality of build/Commercial awareness • Good communication and presentation skills • Good knowledge of the Construction and Technical Processes • Broad knowledge of Customer Service requirements • Broad awareness of codes of practice that impact on Customer Service e.g. NHBC, PMA etc.