Customer Care Manager - Birmingham, West Midlands County
Can you lead a team to deliver a high-quality customer experience?
We are looking for an experienced Customer Service professional with experience of managing a small team to join us as our Customer Care Manager. Now is a great time to join Platform, we are a dynamic, forward-thinking social housing business who offer employees an inclusive and supportive environment with excellent benefits and family friendly policies.
In this role, you will provide a professional and high-quality customer care service to customers who have bought one of our new homes. You will work with the customer and wider Development team to resolve any defects throughout the defect’s liability period, through effective line management of the Customer Care Advisors.
You will proactively lead and manage the resolution of all defects and collect, analyse and monitor defects performance data to report on trends so you will need an eye for detail and the ability to interpret data.
From day one, you will have the opportunity to make a real impact in the role, leading a friendly and welcoming Customer Care team to continue to deliver outstanding results. You will also have the chance to build great relationships with Housing Developers and our internal teams.This is the perfect role for an ambitious individual who can demonstrate a solution focussed approach to their work.
What could you be doing?
Provide leadership and support to the Customer Care team, to effectively deliver their team objectives and to develop their potential.
Inspire and encourage an organisational culture which reflects and embeds our People Values and encourages people to bring their best selves to work.
Work closely with the New Delivery Team to ensure a seamless transfer of handovers into the defect process.
Monitor and continuously improve the performance of the Customer Care Advisors, using appropriate technology to report on KPI information.
Collect, analyse and monitor defects performance by data by developers, contractors and consultants and report on trends. Ensure 360 reviews are conducted on schemes, where appropriate, so lessons can be learned.
Be an ambassador supporting the timely resolution for any formal complaints, ensuring that lessons are learnt to benefit the customer experience.
Some things we need from you:
Significant experience working in a similar role, ideally in social housing or a housebuilder/developer.
Experience of working closely with customers with a passion for providing a customer first approach.
Ability to lead, manage, develop and motivate a small team.
Experience of working in partnership with colleagues and external organisations at all levels.
Ability to report on data trends and present reports to different audiences including senior management.
Driving license and use of own vehicle in order to attend meetings on-site when required.
Some of our great benefits include
Up to 28 days annual leave (plus bank holidays) with the opportunity to buy and sell leave
Family friendly policies
Medicash membership for all employees which includes access to an employee assistance programme, discounted gym membership and exclusive discounts
Non- contributory health & wellbeing plans with cashback for dental, optical, physio and complementary therapies
Pension contribution scheme with employer contributions of up to 12% (inclusive of life assurance and dependent on employee contributions)
Learning and Development opportunities
Salary sacrifice electric vehicle scheme
Employee reward and recognition scheme with wellbeing hub and discount from a wide range of retailers
If this sounds like the ideal opportunity for you, please click apply! If you would like to find out more about this role, please contact recruitment@platformhg.com.