Head of Customer Care

Hinckley, Leicestershire
Hunterwell Recruitment Ltd

Experienced Head of Customer Care required for a Leicestershire based, quality driven developer.

You’ll manage a customer care team, ensuring an efficient and responsive customer service from handover and through the 2-year warranty period and beyond in accordance with the commitment to exceptional service.

You’ll be responsible for delivering an efficient customer service function, implement the necessary changes required and driving continuous improvement through effectively managing and motivating your team.

Duties:

• Communicating directly (including face to face meetings) with home buyers.
• Overseeing all elements of complaint handling ensuring that the team deal with issues in an appropriate and timely manner.
• Liaising with the NHBC regarding claims.
• Oversee claims handling and claims management and report.
• Identifying, analysing, and managing costs arising from customer issues, recommending appropriate opportunities for savings.
• Leading and managing customer service teams and individual performance, setting and clearly communicating objectives and performance standards.
• Conducting annual appraisals and performance assessment of team.
• Ensuring the continuous learning and development of the customer service team.

As an experienced New Homes Head of Customer Care, you’ll have a good knowledge of NHBC/LABC procedures and strong business acumen couple with excellent leadership skills.

The successful applicant will be self-motivated, pro-active and results-oriented with a clear focus on exceptional customer service. You’ll be an accomplished communicator at senior level, able to build inter-departmental relationships and comfortable in dealing with a wide variety of stakeholders.

In addition to your base salary, you’ll get a company car or car allowance of £9,400, a discretionary bonus of up to 30%, Bupa Healthcare, Scottish Widows Pension Scheme, Company Phone and Laptop and 33 days holiday entitlement (including bank holidays).