Customer Care and Quality Manager

Temporary Customer Care and Quality Manager
Ref number: CLA 0009 E819 / 1
Hybrid - Croydon office Tues/Wed/Thurs. Home working on Mon/Fr
Please do not apply for this role unless your CV meets the following general requirements, listed below:

• You must be UK based and have the right to work in the UK.
• For office based and hybrid roles, your commute to the place of work must be less than 1 hour.
• This is a temporary role. Please do not apply if you are seeking a permanent position.

Skills & Experience:

• Experience of leading a high performing team
• Customer service experience and a drive for delivering high satisfaction levels
• Experience of new build homes and reporting and managing complaints
• Experience dealing with delivery teams and 3rd party contractors
• Experience of Snagging, Practical Completion and Property Handover Process
• Excellent communication skills both oral and written
• Proven ability to use data and information to feed into improvements of ER's, Standards and Processes

Desirable:

• Knowledge of defect management.
• Experience in Shared Ownership

What's involved with this role: As the Manager, you will oversee a team of 9 Customer and Quality Executives, ensuring defects are logged and resolved within agreed timescales. You will work closely with the Team Leader, collaborate with construction teams, and escalate issues when necessary to ensure swift resolution.
Key duties:

• Manage the team of Customer Care & Quality Executives to ensure KPIs, objectives, and targets are met.
• Collaborate with the Delivery Team to ensure contractors complete works within agreed timescales.
• Motivate, coach, and develop team members to achieve high performance through effective leadership.
• Set and document handover standards, ensuring they align with Employer Requirements and are met by the Delivery Team.
• Continuously improve quality standards through benchmarking against competitors and enhancing customer experience.