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Customer Care Manager

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ACR are working with a privately-owned, award-winning regional house builder that aims to develop stunning homes in desirable locations across London and the South East.

Established in 1969, they’ve gone from strength to strength, with a team now comprising of 200 hand-picked professionals, who are as committed to developing homes of exquisite quality and design.

Customer Care Manager Responsibilites:

Ensure that the customer care process is followed correctly to provide a professional and exemplary level of customer service.Maintain an excellent level of communication, written and verbal, with customers as standard in the customer care process at 7 days, 7 weeks and 7 months following handover. Liaise with the sales, technical, commercial and build departments to ascertain any specification information required to resolve customer queries and remedial works. Manage all NHBC claims; corresponding with the NHBC, resident and sub-contractors until claim is closed. Ensuring that all information relating to the customer occupation and handover has been issued by the sales department and the customer database, Clixifix, is updated as appropriate and the information filed. In conjunction with the Build team, manage defects after customers occupation and ensure that all remedial works are resolved as swiftly as possible whilst delivering an exemplary level of customer service. Organise to completion all agreed defects for which the company is liable within agreed timescales as set out in the customer care process. Contact sub-contractors and suppliers regarding remedial work to be completed within agreed timescales as set out in the customer care process. Supervise remedial works to ensure professional response and quality is achieved. Ensure that an excellent level of communication is maintained with the customer at all stages of the customer care process, from initial contact to resolution. Oversee all correspondence relating to ‘end of defects’ inspection with housing associations. Actively review and manage Clixifix to ensure that work is being conducted and resolved in line with the timescales outlined in the customer care process. Attend company meetings as necessary. Fully comply with company controls, regulations and systems including the Complaints Procedure and Customer Charter. Keep up to date with current building products and techniques, with support also provided from the Build and Quality Control teams. Lead and manage the customer care team.

In return the company offer a competitve salary and full benefits package including:

  • Additional annual leave with length of service
  • Pension scheme
  • Company Car / Allowance
  • Free life assurance
  • Annual and long term bonus schemes

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