Group Customer Care Performance Manager

£50000 - £65000 per annum
10 Jul 2017
07 Aug 2017
Marcus Deeks
Job Discipline
Communications, Consultancy, Other
Experience Level
Contract Type
Full Time
Unique opportunity to join a national Property Developer in London as a Group Customer Care Performance Manager.

Client Details

Leading & National Property Developer.


As the Group Customer Care Performance Manager based in London you will be responsible for monitoring performance of Customer Care teams across the group, identifying areas of under performance and providing guidance, coaching and system / process training to drive customer satisfaction and ensure consistent and efficient compliance with Group standard processes.

Key responsibilities:

* Monitoring performance in order to recognise top performers, as well as areas where improvement is required.
* Undertaking inductions with all new Customer Care staff within agreed timescales, including iCARE training.
* Spending time in every Division (estimated at 2 days per Division per quarter) to review the application of standard process & procedures and consistent use of iCARE. Provide coaching and training where required and/or agree action plans to drive performance improvement.
* Liaising with Division Construction Directors and/or Managing Directors to resolve ongoing performance issues that require further escalation.
* Delivery of Divisional training where any changes to policy & procedures cannot be covered simply by Group Memo and briefing documentation.
* Assisting with the delivery of Quarterly NHBC Warranty training alongside Group Learning & Development to all new starters within three months of them joining.
* Identification of areas where a new training intervention is required (e.g. Legal Issues and or Insurance Claims) and liaise with Group Customer Experience team to scope and develop.
* Ensuring Divisions are reminded of response deadlines 2 working days before they are due.
* Monitoring Group Complaint reports to ensure complaints are being actioned at appropriate intervals - intervention with Divisions where performance is below expected levels.
* Creating monthly reports for Executive Board pack and Regional Managing Directors Board pack.
* Delivery of bespoke training sessions where a Head of Customer Care Assessment Visit indicate an area of under-performance, a lack of compliance or a lack of understanding.
* Ownership of the group company email account and log / acknowledge all incoming Group Complaints within 2 working days of receipt (same day wherever possible).


Personal Characteristics/Qualifications/Experience

* Experience within the Housebuilding sector is essential
* Extensive evidence of success in driving performance is required
* Good interpersonal skills and proven ability to influence senior stakeholders and drive performance
* Strong customer service background
* Understanding of Divisional Customer Care environment
* Training/coaching background would be useful but not essential
* Good working knowledge of iCARE system
* Analytical with strong attention to detail
* Flexibility for travel is essential

Job Offer

Competitive salary and excellent benefits package on offer to the successful Group Customer Care Performance Manager.

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