Head of Customer Service (New Homes Developer)

To supervise and develop the customer care team and ensure all correspondence between the department and customer accurately reflects the customer experience protocols
To compile a report on a weekly basis to the management board on all on–going customer service matters
To 'set the standard' of quality in the first unit presented by the construction department in each phase of construction
To ensure that customer care managers only accept units presented by the quality control and construction department that are without defect and ready for immediate customer occupation
To liaise and interact with the head of customer relations to ensure that customer satisfaction is gauged and managed throughout the sales and legal processes.
To ensure each customer care manager is adhering to the customer experience protocols and delivering excellent customer service.
To hold and issue minutes of customer care meetings and circulate these minutes to the director of customer services and other interested parties.
To attend and take an active role in all build / sales meetings.
Dealing with all operational queries/problems that customer care managers are unable to resolve.
Responsible for ensuring that all aspects of maintenance and preparation of stock unit properties are undertaken by customer care managers.
To produce data on customer care issues for board reports and as required by the management board or divisional company
Attend and manage NHBC (or other) warranty inspections
To approve costs/expenditure within the customer care department.
Responsible for all matters relating to the health, safety and wellbeing of the customer care team.
Ensure the accuracy of completions data sent to Homeserve and utilities providers is issued in a timely manner.

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