Customer Care & Quality Manager
Temp ongoing role
Based in Croydon
Hybrid working
£25.48 per hour
The role includes managing a team leader who has approximately 9 direct reports, consisting of customer and quality executives who log defects.
The manager's responsibility is to ensure the team logs and completes all defects within the agreed timescales and collaborates with the construction teams to escalate issues for swift resolution.
Office-based on Tues/Wed/Thurs; home working on Mon/Fri.
Key Responsibilities:
1. Manage the team of Customer Care & Quality Executives ensuring KPIs, objectives, and targets are met.
2. Work closely with the Delivery Team to ensure contractors complete works within the agreed timescales.
3. Motivate, inspire, coach, and develop individuals to achieve outstanding performance through personal leadership style and behavior.
4. Set and document the handover standards agreed in the Employer Requirements and work with Delivery to ensure these are met.
5. Represent the customer to ensure Benchmark Snagging for a high quality of home for our customers.
6. Ensure customer queries are logged and responded to within the agreed SLAs.
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