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Crest Nicholson has been building new homes for over 60 years and is firmly established as a leading developer with a passion for not just building homes, but creating vibrant sustainable communities.
We are currently recruiting for a Customer Services Manager to join our Midlands team based in Tamworth.
The Customer Services Manager will be responsible for a small team who manage customers throughout our warranty period while maintaining a customer-focused approach and delivering high levels of customer service at all times.
Key Responsibilities:
* Undertake a Customer Service Inspection for each completed Open Market plot, fill out the log book and notify Site Manager and Sales Advisors of inspection result.
* Liaise with Site Managers, sign Final Completion Certificate. If works are required, re-attend for a final clear down Inspection.
* Perform a Sales CSI every 3 months to stock and showhome units and organize any remedial work on behalf of Sales and Marketing.
* Attend the end of Defects Inspection for Housing Association Contracts to confirm any final warranty obligations. Arrange works arising from the Inspection.
* Face-to-Face meetings with customers at request, ensuring faults are noted and action required with agreement from the customer.
* Deal directly with the customer regarding any remedial work assessments.
* Report to the Customer Service Executive in monitoring the level of remedial work, preparing regular maintenance service reports, and controlling the level of expenditure against the agreed maintenance budget.
* Manage and control sub-contractors to ensure that warranty contractual obligations are being met.
* Provide clear guidance and support to the Technicians regarding remedial tasks.
* Order or supply information to Coordinator to facilitate the ordering of Supplier Materials as necessary to enable the completion of remedial tasks by Technicians.
* Manage all open tasks to a timely satisfactory resolution, ensuring that the customer is kept informed.
* Represent Crest Nicholson at NHBC Buildmark Investigation Visits and report findings to the Customer Service Executive.
* Identify consequential costs which should be recovered from the original trade and implement contra charges where a clear responsibility can be proven.
* Comply with Group Health and Safety Policies at all times, ensuring Risk Assessments are written or obtained from our Contractors where required.
Desired Qualifications/Attributes:
* Construction/Customer Service Qualification
* Knowledge of the Construction Process.
* Understanding of NHBC Warranties and Standards
* 3 years’ experience in a customer-focused environment.
* Knowledge of and previous experience of COINS would be beneficial.
* Ability to communicate clearly both face-to-face, via telephone, and email.
The Company
Crest Nicholson is a leading developer of quality homes and thriving, sustainable communities.
We create great places for our customers to live, selecting desirable locations for our developments and taking a holistic approach to the design of our homes and their surroundings.
As an employer of choice, we offer an extensive range of benefits, to include:
* Company Bonus Scheme
* Private healthcare and cash plan options
* 25 days' annual leave
* Cycle to work scheme
* Share save scheme
We are an inclusive employer; the Company will consider flexible working requests for all roles.
We seek to be an ethical and progressive employer which encourages a culture of openness, creativity, and continuous professional development and which rewards the effectiveness and loyalty of our employees as an equal opportunities employer.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Customer Service
Industries
Construction
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