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Senior Customer Service Manager - Southampton

  • Location South West
  • Type Permanent
  • Salary Up to £56,000 + Car Allowance / Company Car + Bonus
  • Ref 12159

Senior Customer Service Manager Job in Southampton

An exciting opportunity to join the development arm of one of the largest property groups in the UK as a Senior Customer Service Manager based in Southampton and covering developments across the Southwest region. The role offers a salary of up to £56,000 + Bonus + Car Allowance / Company Car + comprehensive benefits package.

Our client is one of the UK’s largest residential development, regeneration, and property management businesses, they have around 12,000 employees, an annual turnover in excess of £800 million and over £4 billion in assets. Established for over 50 years, they provide not just buildings but sustainable communities across the private sector, assisted living, retirement and leisure sectors. Reporting to the Head of Customer Service you will be delivering the small works and other planned remedial works for both live and complete developments., we are looking for Customer Service Managers with excellent leadership skills in customer care/customer services from a developer, housebuilder or RP background.

Role & Responsibilities

  • Delivering the small works and other planned remedial works via direct effective & efficient management of directly employed labour and/or external subcontractors on a region-wide basis
  • Managing a team of Customer Care Technicians
  • Coordination of Subcontractors H&S ensuring RAM’s are in place prior to setting to work
  • Improve NPS (Net Promoter Score), CSAT (Customer Satisfaction) and other relevant customer metrics through an improved customer service experience, the creation of engaged customers and organic growth
  • Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
  • Be commercial: keep ahead of industry developments and apply best practice to areas of improvement; evaluate and take any necessary steps to rationalize cost to serve
  • Develop service procedures, policies and standards
  • Work closely with the sales team to drive better sales through service; Enhance first contact resolution
  • Use customer insight and analytics to identify company wide improvements; analyse statistics and compile accurate reports
  • Be responsible for ensuring full regulatory compliance and legal requirements and identification of any potential risk issues
  • Adhere to and manage the approved budget
  • Work effectively with all relevant internal and external teams in order to drive service excellence
  • Continually develop improvements and embed successful change projects; Be receptive to views on how to improve customer engagement

Required Skills & Experience

  • Experienced working at a senior level within customer service for a housebuilder / developer / RP
  • Must have excellent leadership skills
  • Extensive experience in managing operational customer service teams and achieving targets
    -Detailed technical knowledge from trade background or professional qualification
  • Strong remedial construction knowledge
  • Knowledge of current Health & Safety and CDM requirements
  • Commercial acumen and awareness of market competition
  • Ability to manage multiple priorities across a diverse portfolio of developments
  • Proficient in Microsoft Office
  • UK Driving Licence

What you get back

  • Salary of up to £56,000 + Bonus + Car Allowance / Company Car
  • 24 days holiday plus bank holidays + 3 days over Xmas (Increasing with years of service)
  • 6% contributory pension scheme
  • Discounted gym, retail and hospitality

Apply

If you meet the criteria above, send us your CV and portfolio. We receive a large number of applications so if you do not hear back within 7 days consider your application unsuccessful this time. We will keep a copy of your details on file for future vacancies.

In accordance with GDPR, by applying for this position you give us your consent to process your data in-line with our Privacy and Data Protection Policies which can be read on the privacy policy page on our website.

Referral

Did you know we run a referral scheme? We’ll give you £300 worth of vouchers if you introduce us to anyone who we then successfully place in a new job role. Just send us their information and we’ll do the rest.

Terms: A candidate is deemed to have been successfully placed once they have started a new job as a result of an introduction made by Hunter Dunning and when they’ve successfully completed the probation period.

Senior Customer Service Manager Job in Southampton – Your Property Recruitment Specialists (Recruiter: Dylan Marshall Job Ref: 12159)

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