Redrow: Customer Services Manager - Redrow Homes South West

Customer Services Manager

This vacancy has now expired, and is not accepting any new applications.

Please search for live opportunities or use the Register Interest facility to sign up for job alerts and/or leave your CV speculatively.

Redrow Homes South West
Bristol
Permanent
Competitive salary

Closing Date: 31/07/2019

This vacancy has now expired, and is not accepting any new applications.

Please search for live opportunities or use the Register Interest facility to sign up for job alerts and/or leave your CV speculatively.

Summary

The Customer Service Manager will deliver a first class service to our customers which will involve management of a small team of Customer Services Technicians and close interaction with the Customer Service Co-ordinators

 

 

Key Responsibilities

  • Increase NPS year on year.  Increase promotors and decrease detractors through addressing customer needs efficiently and effectively

  • Be responsible for the final quality inspection of the property before it is handed over to the customer putting into place prior to the handover any remedial action that is required 

  • Champion the customer throughout the business and be the first elevated point of contact once exchange has taken place if  the customer once exchange has taken place.

  • Visit customers in the field to understand their needs by building a professional relationship throughout their Redrow journey, offering guidance and assistance/rectification to matters raised. This will involve occasional evening/weekend working.

  • Manage internal and external relations to ensure that customers are satisfied

  • Feedback patterns of design/specification issues and following instruction implement changes

  • Ensure accuracy of all customer details and all communication is correctly recorded on SBMS/Internal computer system

  • Manage and assume responsibility for the Customer welcome meeting and ensure that all relevant parties are able to attend, ensure these meetings are arranged at a convenient time for customers and follow the agenda set out in the customer services procedures, this will involve  occasional evening/weekend working

  • Carry out the home preview in the customers new home, ensure that all relevant operating instructions and helpline numbers are provided to customers as part of this process.   

  • Instruct and liaise with the Maintenance Technicians, Sub-Contractors & Material Suppliers; Monitor the progress of remedial works

  • Ensure Maintenance Technicians diaries are fully utilized, with consideration to geographical benefits and restrictions

  • Understand Service Level Agreements and raise concerns to the HOCS were these to fall short

  • Build a thorough knowledge of Redrow house-types and construction processes

  • Have a knowledge of and ensure alignment with the structural warranty provider policies, Consumer Code, Redrow quality standards and customer charter

  • Be available to deal with the out of hours calls and direct them accordingly to bring the customers problem to a satisfactory conclusion

  • Lead, motivate, communicate with, develop, appraise and performance manage staff to ensure they are fully motivated to achieve best performance to meet the company’s needs. Ensure that poor performance is not tolerated and is remedied via support, training or disciplinary action as appropriate. Liaise with Head of Customer Services and Human Resources on all employment issues.

  • Health and Safety - Keep appraised of Health and Safety updates and where necessary liaise with internal and external training providers to ensure the CS team is fully compliant.  Ensure all works are carried out in accordance with specific risk assessments and method statements

  • Finances - Check and sign off invoices for suppliers and sub-contractors giving consideration to material supply chain difficulties, and failure in service level agreements.  Authorise invoices for payment

  • Reporting - assist in the production of monthly board and Group CS Director reports

What we can do for you

We've been building a proud reputation for beautiful high quality homes across England and Wales for nearly 50 years. Key to our success are the many talented people working in every department across the business who are committed to excellence. We encourage them all to grow and maximise their potential by working with like-minded people who share their vision and values.

At Redrow we are committed to continuously promoting Equality, Diversity and Inclusion (ED&I) throughout the business to build a culture that is inclusive to all, actively values difference and ensures everyone is treated fairly.

Supporting the physical, emotional and financial wellbeing of our people really matters and it\'s something we take very seriously. The health and wellbeing of our employees and sub-contractors is embedded at the heart of our culture and as part of this, we offer a wide range of wellbeing programmes, initiatives and education to support our colleagues both in work and in their personal lives.

We promote a culture of development and believe in investing in each individual to help them fulfil their personal goals, excel in their current role and support their future career progression.

Job Description