Head of Customer Care
- Recruiter
- Confidential
- Location
-
Leeds
Yorkshire and the HumberUnited Kingdom
- Salary
- Competitive
- Posted
- 22 Jul 2021
- Closes
- 19 Aug 2021
- Job Title
- Director
- Category
- Marketing / Business Development
- Contract Type
- Permanent
- Hours
- Full Time
Head of Customer Care
When registering to this job board you will be redirected to the online application form. Please ensure that this is completed in full in order that your application can be reviewed.
At Bellway we recognise that people are the key to our success and our goal is to provide a rewarding and fulfilling career in line with our values of quality, service and trust. In addition to this we are committed to being a more inclusive employer and invite applications from a variety of backgrounds.
There is an exciting opportunity to join Bellway, one of the UK's largest house builders. Our Yorkshire Division is looking to recruit a Head of Customer Care to join the Division's Customer Care team.
The Role
This role reports to the Division's Managing Director.
Principle accountabilities of the role include:
* Leading the way and helping to achieve the highest levels of customer satisfaction.
* Ensuring consistent delivery of customer care, to include maintaining our 5 star HBF customer recommendation status at 8 weeks and helping the Division achieve 5 star customer recommendation status at 9 months.
* Supporting this high–performing team efficiently and effectively by managing our internal customer care policy and procedures.
* Taking an active role in assisting the Division to meet its customer satisfaction targets mentioned above and to manage all customer related issues through to resolution.
* Aiming to deal with customer care issues quickly, professionally and to the customers' complete satisfaction.
* Visit customers where required and agreeing works in–line with NHBC Standards and Bellway Homecare.
* Liaise and co–ordinate with the Construction, Technical and Sales Departments to ensure customer care issues are minimised in the first instance.
* Ensure cost controls are put in place and monitored for any works that are required.
* Attend NHBC resolutions and bring learning/feedback back to the workplace
* Act as the first point of call out on emergency situations from Safeguard.
Experience, Qualifications and Skills
Experience
* Prior residential house building experience is preferred but not essential.
* Previous experience required of managing, motivating and supporting a large team and working to tight deadlines.
Qualifications and Training
* GCSE Maths and English – Grade 4+ (or equivalent)
Skills and Aptitude
* Effective listening skills
* Excellent planning and organisational skills
* Good administration skills
* Ability to work to tight deadlines
* Ability to work on own initiative
* Proficient IT skills along with a good working knowledge of the full suite of Microsoft Office (Word, Excel and outlook)
* Excellent interpersonal skills, with the ability to communicate effectively at all levels, including Director level
* Committed to diversity and inclusion
The Role and Working Conditions
* Willing to be flexible in respect of day–to–day duties and hours worked
* Ability to travel to all development sites within our region but mainly based in the divisional office
In return we can offer you:
* Competitive salary
* Annual bonus
* 25 days holiday, plus bank holidays
* Contributory pension scheme
* Life assurance
We reserve the right to close this vacancy if a large volume of applications are received
When registering to this job board you will be redirected to the online application form. Please ensure that this is completed in full in order that your application can be reviewed.
At Bellway we recognise that people are the key to our success and our goal is to provide a rewarding and fulfilling career in line with our values of quality, service and trust. In addition to this we are committed to being a more inclusive employer and invite applications from a variety of backgrounds.
There is an exciting opportunity to join Bellway, one of the UK's largest house builders. Our Yorkshire Division is looking to recruit a Head of Customer Care to join the Division's Customer Care team.
The Role
This role reports to the Division's Managing Director.
Principle accountabilities of the role include:
* Leading the way and helping to achieve the highest levels of customer satisfaction.
* Ensuring consistent delivery of customer care, to include maintaining our 5 star HBF customer recommendation status at 8 weeks and helping the Division achieve 5 star customer recommendation status at 9 months.
* Supporting this high–performing team efficiently and effectively by managing our internal customer care policy and procedures.
* Taking an active role in assisting the Division to meet its customer satisfaction targets mentioned above and to manage all customer related issues through to resolution.
* Aiming to deal with customer care issues quickly, professionally and to the customers' complete satisfaction.
* Visit customers where required and agreeing works in–line with NHBC Standards and Bellway Homecare.
* Liaise and co–ordinate with the Construction, Technical and Sales Departments to ensure customer care issues are minimised in the first instance.
* Ensure cost controls are put in place and monitored for any works that are required.
* Attend NHBC resolutions and bring learning/feedback back to the workplace
* Act as the first point of call out on emergency situations from Safeguard.
Experience, Qualifications and Skills
Experience
* Prior residential house building experience is preferred but not essential.
* Previous experience required of managing, motivating and supporting a large team and working to tight deadlines.
Qualifications and Training
* GCSE Maths and English – Grade 4+ (or equivalent)
Skills and Aptitude
* Effective listening skills
* Excellent planning and organisational skills
* Good administration skills
* Ability to work to tight deadlines
* Ability to work on own initiative
* Proficient IT skills along with a good working knowledge of the full suite of Microsoft Office (Word, Excel and outlook)
* Excellent interpersonal skills, with the ability to communicate effectively at all levels, including Director level
* Committed to diversity and inclusion
The Role and Working Conditions
* Willing to be flexible in respect of day–to–day duties and hours worked
* Ability to travel to all development sites within our region but mainly based in the divisional office
In return we can offer you:
* Competitive salary
* Annual bonus
* 25 days holiday, plus bank holidays
* Contributory pension scheme
* Life assurance
We reserve the right to close this vacancy if a large volume of applications are received
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