head of customer service in solihull

job type
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job details

solihull, west midlands
job category
customer services
job type
reference number
0121 212 0142
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job description

We have a fantastic opportunity for a Head of Customer Service to join a leading housing development company in Solihull. You will be responsible for a small team in the customer service departments and for the contractors going to sites. You will be liaising closely with the sales and construction departments at all times.

Your Responsibilities

* Manage all aspects of the Customer Service team
* Review, determine and implement strategic direction of the Customer Service team
* Closely monitor annual Customer Service expenditure within the region and put measures in place to control and minimise excessive or recurring costs
* Oversee the warranty operations including identifying and monitoring warranty issues to ensure full resolution
* Identify and implement improvements to the customer journey for the benefit of customers and the customer service team
* Manage sub-contractors to ensure that work is completed within agreed timescales and highlight any issues to the Commercial and Construction Directors
* Visit customers as necessary to rectify and resolve defects
* Liaise with other departments on a regular basis, in particular the construction and sales teams
* Monthly reporting for management team meetings and Board Meetings and management of the internal customer service management system
* Liaise with claims department and attend resolution/insurance meetings
* Monitor and act on measures of customer satisfaction results
* Line management responsibilities including annual Performance Development Reviews, and identifying training and development opportunities for your team

Your Skills/ Experience

* A sound knowledge of build techniques, NHBC standards and regulations is desirable
* Strong negotiation skills
* Team leading skills
* Excellent written, verbal and listening communication skills
* Interpersonal skills with the ability to adapt to different types of customers
* Good analytical skills
* Ability to make decisions
* Competent PC skills including MS Word, Excel, Internet Explorer (or other web browser) and Outlook
* Display a professional and confident approach at all times
* Experience of leading and motivating a team during a time of significant growth and change is essential
* Previous experience in a client liaison or customer service role at a senior level is essential
* Experience of working in the construction or house building industry is essential

The Benefits to you

* Competitive Salary + Bonuses
* Company Car/ Car allowance
* Starting holiday of 24 days + BH
* On site Parking

Randstad Business Support acts as an employment business when supplying temporary staff and as an employment agency when introducing candidates for permanent employment with a client. Randstad Business Support is an equal opportunities employer and decisions are made on merits alone.


Head of customer service, management, construction, house building