Customer Care Manager - Construction
My client are a well established private developer and construction company who specialise in construction of social housing. They are seeking a customer care manager to promote a culture of motivation and team building within the Customer Care department, both internally and externally to customers, subcontractors, suppliers and clients. You will have a background in construction or house-building, and have experience in a customer care role within this sector. TASKS AND AREAS OF RESPONSIBILITY Manage the customer care function ensuring that we achieve the provision of an excellent and consistent level of customer service across the business by all the Customer Team. Manage the Customer Care Team on a daily basis to ensure that standards are maintained, manage and mentor the improvement of individual performance. Be a reliable ambassador on behalf of the company, developing a high standard of working relationships and mutual respect with our clients, customers, subcontractors, suppliers and site management team. Statistical information in required format and to strict timescales and routines Performance of the department Commercial Strategy and resource requirements Commercial Assess CVR's and report to Construction Director Maximise the recovery of legitimate costs and manage process Maximise the productivity of the Customer Care operatives/Minimise cost Ensure any sub contract agreements are competitive/cost certain/managed/recovered where possible Customer Focus Manage the Customer Liaison Managers in attending/resolving defects First time Manage relationships via Customer Liaison Manager's and our Customers and Customer's Customer Improve the external perception of our Customer Care function Health & Safety Manage H&S in respect of operations/lone worker policy and staff well-being (training/travel times/knowledge of works to be undertaken) Management Customer Care Operatives - Planning/programming works Job sheets/rationalise workload/maximise efficiency Manage customer focus Support and provide direction, setting realistic targets and prioritising works. Appraise regularly on a six and twelve monthly cycle.
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