Customer Services Manager

About You

We have an exciting and challenging career opportunity for an experienced and accomplished Customer Service Manager to join our Southern Division.

Reporting to the Construction Director, the Customer Service Manager is a critical leadership role that enables McCarthy Stone’s delivery of key business performance targets and of team Service Level Agreements.

Through compelling leadership and focus the ideal candidate will manage the customer experience and deliver excellent customer care by focusing on proactive relationships, people development, problem prevention and continuous improvement of the customer service operation.

As well as a customer centric mindset the right candidate will need proven commercial management acumen, experience in successfully line managing a team and being responsible for performance of department, along with the rest of the site management team will ensure optimal delivery on expectations.

Key Responsibilities

• Throughout the building process and leading up to first occupation work with Construction teams to ensure that standards of quality and service to customers are aligned with key business performance target with a focus on continual improvement
• Costs to the business are managed within budget and ensure there is ongoing work with colleagues in commercial to ensure maximum cost recovery
• Benchmark Quality Inspection is undertaken with the Management Team to set finish standard for whole site.
• Quality audits of all apartments are arranged and conducted throughout the construction process.
• All completed apartments and communal areas leading up to occupation are inspected using the two-stage sign-off process to ratify full compliance within Company standards and any subsequent issues resolved prior to handover to the Sales Team.
• All developments meet Company standards for First Occupation before homeowners move in.
• Actions and initiatives to improve site presentation, quality of work, customer service and working conditions for everyone are fully supported.
• Prior to first occupation ensure that an Induction Day, is held in conjunction with the Contracts Manager, site Sales staff and the House/Estate Manager to ensure that they can induct new Homeowners in the workings of their property and are able to respond to questions and common fault-finding issues
• Receive and review House Builder Federation surveys and NHBC referrals to ensure that these are appropriately processed, and any items requiring attention or further works including major building repairs are instructed for further work as necessary.
• Empower employees to take responsibility, delegate where appropriate and provide regular feedback and holds them accountable for commitments and performance
• Lead team members through the performance management and development processes through goal setting, feedback, and performance development planning

These are in addition to the core responsibilities of the role.

Person Specification:

• GCSE level or equivalent essential. A level standard education/qualification desirable
• CSCS Visitors Card
• Able to organise and prioritise workload and to adapt to tight deadlines
• Manage pressure and customer complaints in a positive manner
• Able to work closely in line with agreed standards and processes
• Build a culture of continuous improvement and high quality in team performance

These are in addition to the core skills required.

Benefits

• Competitive salary bonus
• 24 days holiday (rising to 28) 2 fully paid volunteering days per year
• Health benefits such as medical screening by Nuffield Health, Remote GP, 24/7 access to EAP Services (including counsellors and legal advisors) and eyecare voucher
• Company pension scheme
• Excellent development opportunities