Brook Street are currently recruiting for a Customer Care Manager, based on the outskirts of Peterborough.
As a Customer Care Manager, you will assist the Head of Customer Care in maintaining high standards of after care to ensure our customers satisfaction, safely, professionally and within reasonable timescales and work closely to drive customer satisfaction results year on year.
Due to the nature of enquires you will be dealing with you will ideally come from a construction or residential background. Most importantly, you will have a passion for delivering a first-class service to our customers.
Main responsibilities of the role:
o Take ownership of customer escalations, implement, and run resolutions in line with the warranty provider and consumer code.
o Ensure personal and team compliance with all relevant policies and procedures.
o Ensure all contacts (calls, emails, online, Social Media) received are handled professionally and courteously, with all issues appropriately recorded in the Company`s system.
o Coordinate with colleagues to ensure the department provides continual telephone cover throughout the working day.
o Arrange the inspection and rectification of remedial enquiries where necessary to agree valid warranty issues within set KPI`s.
o Liaise between Site Management teams, Customer Care Operatives and external Sub-contractors to ensure all remedial works are completed efficiently, in accordance with the Buildmark Warranty and in line with the company`s stated Service Level Agreements.
o Communicate with the Head of Customer Care to ensure all defects are dealt with by the appropriate personnel and in a cost-effective manner
o Utilise the IT system and associated reporting to manage resolution of defects and identify to the Head of Customer Care where performance is falling below expected levels.
o Provide administrative support for the Department, to include handling and responding to all customer correspondence, electronic and paper filing, production of reports.
o Work with the wider business to support growth and change.
To fulfil this role, you will need to:
o Be a champion of the customer
o Have industry relevant experience.
o Have the ability to work independently.
o Work under pressure in a busy environment
o Have the ability to prioritise work and use initiative.
o Be a relationship builder within the business
If you feel you have the required skills for the role, please apply today for immediate consideration and interviews are taking place over the next couple of weeks.
If you require any more information, please contact Louise at Brook Street - 07483 369520