Head Of Customer Care

Head Of Customer Care – Reading – Permanent

I am currently assisting a 5* award winning developer in their search for a Haed Of Customer Services. They are looking for an ambitious and experiences individual that can come in and hit the ground running and support teh Customer Care team!

Your responsibilities include:

* 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