Head of Customer Service

Description

This leadership post manages the Department in the delivery of excellent customer service across our new homes developments in the region.

• Provide feedback reports to D&B, Commercial and Operational teams on common defects, poor performance detail and poor supply chain performance
• Ensure compliance with company Health and Safety procedures
• Ensure full retention recovery is received, and any costs during the period are allocated to the Supply Chain or Partner responsible for the defect
• Work with construction delivery teams to become familiar with the New Homes Developments prior to handover and leading up to Practical Completion
• Identify improvements and efficiencies to minimise repetitive defective work issues
• Provide monthly progress reports to the Contracts Managers
• Maintain regular communication with customers and ensure they are fully updated with the works being undertaken
• Ensure contractual obligations are achieved by managing programmes to achieve the timely issue of maintenance certificates
• Assess defects raised and manage the process with sub-contractors and suppliers within contracted timescales gaining customer satisfaction and trust
• Monitor, track and report upon progress of outstanding defects
• Contribute to the Business Unit’s targets and objectives as defined and agreed
• Track costs incurred vs monies recovered
• Manage customer expectations with non-defect related issues
• Agree customer strategy concerning defects, procedures, priorities and timescales, meeting contractual obligations
• Manage, record and allocate any latent defects for the full contractual period (6 or 12 years)
• Prepare and issue formal notification letters to sub-contractors, recording any failure to carry out and complete contractual obligations

Requirements

We’re committed to making a positive difference in the local areas we build new homes. We pride ourselves on being an inclusive and diverse employer of choice and build careers, not just communities. We’re looking for talented and enthusiastic individuals who will share this passion, to join our team.

• Understanding of Health and Safety practices and legislation
• Track rectification works are completed with correct quality of workmanship and timescale
• Proven record of leading and developing a team
• Knowledge of contracts and obligations therein
• Excellent Customer service skills
• Ability to plan and manage multiple projects at a time
• Technical knowledge of the Construction build processes and defects procedures

Benefits

• Employee Assistance Programme
• 4 x Life Assurance
• Car Allowance
• 26 days holiday with additional bank holidays

Training + Development

Interview process

Visa Sponsorship

Security clearance