head of customer service in solihull

posted
job type
permanent
apply now

job details

posted
location
solihull, west midlands
job category
customer services
job type
permanent
reference number
HEHCS
phone
0121 212 0142
apply now

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.

skills

Head of customer service, management, construction, house building