Customer Care Team Leader - New Build Housing

Customer Care Team Leader

Approach Personnel are proud to be working on an exclusive basis with a large, successful and growing new build housing developer who are seeking an Customer Service Team Leader to join their growing team to manage their customer service team in the West Midlands.

About the role and your duties:

* Leading the customer service team in managing warranty claims and completing maintenance works in line with the relevant standards and requirements.

* As part of the customer service management team, you will be key to investigating and resolving customer complaints and escalations.

* Industry leading Customer Satisfaction - very satisfied responses to HBF surveys, 5* Trustpilot etc.

* Completion of handover issues and latent defects within requirements of Consumer Code or client contract

* Achieve making good defects certificates and retention release effectively and efficiently

* Development of an effective and efficient customer service coordinator team

* Work closely with other teams and departments to improve our products and service

* Ensure a smooth transition for customers and clients from site to customer service with proactive communication

* Manage warranty claims and the completion of defects in line with NHBC Standards, Buildmark Policy and consumer code requirements

* Regular review of subcontractor performance regarding defect resolution timescales and customer satisfaction

* Completion of weekly reports on defects resolution, customer levels and customer satisfaction

* Establish and maintain a feedback loop with the commercial team to recover customer service costs where reasonable and possible

* Proactive communication at key points to support customers and develop lasting positive relationships with our customers and clients

Experience:

* Experience in a similar customer service role

* MUST be in the housing sector

Whats in it for you!

* A basic salary of between £38,000 - £42,000

* Car allowance

* 26 days annual leave + bank holidays