Customer Care Manager

Location: Jupiter House, 1 Mercury Rise, Altham Industrial Estate, Altham, BB5 5BY

Hours: 40 hours (8.30am to 5pm)

Pay: £ negotiable

Benefits: 

  • Employer pension contribution of 5%
  • Death in service (4 x salary)
  • Private medical insurance
  • Performance related bonus scheme

Holidays: 23 days plus bank holidays increasing by 1 day after 3 years

A genuine opportunity to join a successful family-owned regional house builder operating on development sites throughout the Northwest completing on 250/300 houses annually.

We are looking to recruit a Customer Care Manager to lead our customer care team.

Previous experience of working in customer care within a volume housebuilder is preferred.

Clixifix software is to be implemented soon; experience would be an advantage but not essential.

Principal duties

Manage the implementation and roll out of Clixifix.  Assist in the design and implementation of any required changes to Handover and Customer Care processes and procedures.  Ensure our procedures are robust and will meet the requirements of the New Homes Quality Code.

Manage the team of customer care staff effectively to ensure compliance with procedures and policies.  At all times aiming to deal with customer care issues professionally, on a timely basis and to their complete satisfaction. 

Working with both internal and external contractors as required.  Ensuring cost control is monitored for any works carried out.

Visit customers, where required, and agree works in line with NHBC and internal standards.

Identifying defect patterns and driving quality standards.  Liaise and co-ordinate with Construction, Technical, Commercial and Sales departments to ensure Customer Care issues are addressed. 

Overseeing compliance with GDPR and Health and Safety measures.

Manage customer complaints through to resolution in accordance with the Consumer Code for Builders and shortly the New Homes Quality Code.

To apply, please send your CV to bkemp@mcdermotthomes.co.uk