Head of Customer Managers
A leading Property Development organisation based in Surrey are looking to recruit a Head of Customer Services Manager that will head up the customer operations, with a management team of three reporting in you to.
This position will be responsible for driving the strategy forward in order that the consumer receives a 5* star customer experience with a team of 12 people in the team. Reporting in to the Managing Director is is crucial that you have credibility based on experience and commercial acumen to deal with all stakeholders within the business, but also have the ability to manage both new build projects and snagging issues that arise, ensuring a fast and efficient turnaround time for the consumers.
You will have overall responsibility and management of the operational budget of £300K for this area of the business and responsibility will include: -
· Responsible for overseeing and delivering a 5* service in accordance with this client's standard, to ensure that developer is able to achieve a 5* Housebuilder status.
· Delivering the customer journey through educating, process improvement and the implementation of the associated initiatives and procedures.
· Review our customer satisfaction measurement through data provided by NHBC National New Homes Survey.
· Ensure that Oracle CSM (Project EPIC) is utilised fully within the Customer Service department. Thus ensuring that feedback, provision of key reports from Oracle CSM; KPI’s, Benchmarking, Issue Analysis and Workload Analysis are reviewed with regional senior management team.
· To be conversant with/have knowledge of, our Standards of Finishes, NHBC Standards and Building Regulations.
· To ensure that the overall completed product is in accordance with our Standards of Finishes, NHBC Standards and Building
Regulations.
· Ensure compliant with all Health Safety requirements.
· To liaise with all disciplines, ensuring that where appropriate an appraisal of the product design, specification, development design and layout and any relevant customer feedback is undertaken.
· To undertake inspections in line with the Division’s Build Completion Timeline and Handover procedures (Pre-Occupation Checklist and Confirmation of Build Completion Certificate, where applicable).
· Ability to communicate at all levels internally and with external parties.
· To attend Project Meetings and other company meetings in line with the project meeting flowchart and Divisional Meeting Schedule, as is appropriate.
· Manage budget and cost control in line with defined budget parameters.
This position offers a very competitive salary and benefits package, ideally the client is looking for someone from the property development background or construction and property industry.
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