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Invision are currently representing a Top Construction company who are seeking to recruit a Senior Customer Service Manager to be based within my client’s office in the Harlow area of Essex. My client is currently one of the biggest residential construction companies in the country, turning over more than £850 million, opting to build quality over quantity. They currently have a large presence throughout the London region and surrounding home counties.
The Position
* Reporting directly into the Group Customer Service Director, you will be responsible for the delivery and reporting of everything within the region related to Customer Service.
* Management of a team of 20 regional coordinators, operatives, sub-contractors, and suppliers to ensure the region delivers the service that is expected of a 5-star house builder.
* Responsible for meeting or exceeding the Customer Service KPls and ultimately achieving exceptional customer satisfaction surveys from both customers and clients alike.
* Responsible for carrying out the final ''RTMI" inspection and maintaining quality standards within the company at hand.
* Ensuring support is given to the direct Customer Service team and received from the wider regional team members to enable excellent service delivery.
Additional Duties:
1. Customer Interaction and Relationship Management
* Serve as the primary point of contact between the customer and the construction company.
* Address customer inquiries, concerns, and complaints promptly and professionally.
* Build and maintain positive relationships with customers throughout the project lifecycle.
2. Project Coordination and Communication
* Facilitate communication between the customer and the project management team to ensure alignment on project timelines, milestones, and expectations.
* Keep customers informed about project progress, potential delays, and any changes to the project scope.
3. Issue Resolution and Problem-Solving
* Identify potential issues early and work with relevant teams to resolve them before they escalate.
* Coordinate with the construction team to address any customer concerns about the quality, timeline, or other aspects of the project.
* Mediate disputes between customers and the construction team if necessary.
4. Quality Assurance
* Ensure that the construction meets the customer’s quality expectations and complies with all contractual obligations.
* Conduct inspections or coordinate third-party inspections to verify the quality of work and adherence to specifications.
5. Post-Construction Support
* Manage the handover process, ensuring that all aspects of the project are completed to the customer’s satisfaction.
* Provide support for warranty claims, maintenance issues, and any post-construction services required by the customer.
6. Documentation and Reporting
* Maintain detailed records of customer interactions, issues raised, and resolutions provided.
* Prepare regular reports for management on customer satisfaction levels, recurring issues, and areas for improvement.
7. Training and Development
* Train customer service representatives or other team members on best practices for customer interaction in a construction context.
* Stay updated on industry trends and customer service techniques to continuously improve the service provided.
8. Process Improvement
* Analyse customer feedback and project outcomes to identify areas where processes can be improved.
* Implement changes to enhance customer satisfaction and streamline communication and service delivery
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Phone No: 0203 371 1252
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