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Customer Service Manager

Location
Sevenoaks, Kent
Job Type
Permanent
Posted
6 Sep 2022
Working as a member of the Customer Services Team, the Customer Service Manager (CSM) is responsible for providing a high level of care to the customer post occupation. Each new home has a 2 year defects policy and issues arising in this time must be managed effectively by the CSM. Candidate should have good verbal communication skills, be flexible, numerate and able to work on own initiative. They should possess excellent Excel, MS Word and administrative skills. Good telephone manner is essential. Responsibilities and Accountabilities: Personal visits to customers and assess works required and manage rectification, when required Manage and close out on defects reported in customers home, liaison with external contractors is essential. Minimise disruption to customers and provide regular progress updates on remedial works. Convene Welcome meetings within 5 days of completion with the customer. Attend and contribute to Build/Sales meetings on a weekly basis Ensure that all reported defects are dealt with in a cost effective, timely and professional manner to the satisfaction of the purchaser Achieve 80% plus Customer Satisfaction and NPS of over 75 on each site/customer Update Customer Service Coordinators and Operatives and agree job priorities Ensure that any major issues are reported to the Senior Customer Service Manager immediately Identify common complaints/defects and report to Senior Customer Service Manager Ensure that all NHBC resolutions are escalated and communicated appropriately Technical Competencies: Experience within Construction, Property or Real Estate field is essential Ability to demonstrate excellent communication skills Ability to display a tactful and assertive attitude Ability to handle complaints and difficult situations Good awareness of Health & Safety in construction Excellent problem solving and decision making skills Ability to remain calm and patient whilst working under pressure Have strong organisational, people management, planning and negotiation skills
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Details

  • Job Reference: 705462933-2
  • Date Posted: 6 September 2022
  • Recruiter: The Berkeley Group Holdings
    The Berkeley Group Holdings
  • Location: Sevenoaks, Kent
  • Salary: On Application
  • Sector: Construction
  • Job Type: Permanent