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Customer Care Manager - Dorking - £50,000 - £60,000 + Benefits

Job Title: Customer Care Manager - Dorking - £50,000 - £60,000 + Benefits
Contract Type: Permanent
Location: Dorking, Surrey
Industry:
Salary: £50000 - £60000 per annum + Car Allowance + Pension + Benefits
Start Date: ASAP
Reference: BB0090909CC_1548083217
Contact Name: Tanya Etheridge
Contact Email: sales@fusionpersonnel.com
Job Published: January 21, 2019 15:06

Job Description

Customer Care Manager - Dorking - £50,000 - £60,000 + Benefits

My industry leading client is looking are looking for an experienced Customer Care Manager to join their close-knit team, managing a professional and efficient customer care service to home owners when they have moved into their new property.

The Role

  • Daily reviewing the customer care inbox with the Customer Care Co-Ordinator and discussing any immediate issues.
  • Review the COINS system daily with the Customer Care Co-ordinator and prioritise work
  • Oversee the organisation of the Customer Care Operative including coordination of appointments and recording them on the Outlook calendar.
  • Ensure the Customer Care Co-Ordinator is prepared prior to attending regular meetings with the Managing Director/PA to ensure that any queries which have been escalated are being addressed.
  • Ensure the Customer Care Co-Ordinator is prepared prior to attending bi-weekly customer care meetings with the Customer Care Manager to go through current customer care issues.
  • To manage the team to meet the 'After Sales' Customer Care issues notified in the department in an efficient and organised manner.
  • To liaise with the directors on continuous process improvement initiatives to drive the quality of the business's delivery and Customer Service.
  • To ensure the correct level of cost recovery from third parties for Customer Care works.
  • To meet with affected homeowners on site where necessary to discuss more prominent issues and agree a schedule of works with the site team and contractors.
  • Attend meetings, when necessary, with the Production Director, Customer Care Coordinator, Managing Director and others to ensure that any queries which have been escalated are being addressed.
  • To provide support to the Customer Care Co-Ordinator during busy times and act as able back up during holiday/sickness periods.

Essential Skills

  • Experience in a similar role
  • Excellent customer service/communication skills
  • Highly personable, used liaising with managers and customers
  • Able to prioritise workloads
  • Able to manage and motivate a team always ensuring highest quality of customer service

IMMEDIATE OPPORTUNITY - PLEASE APPLY NOW

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