Job Description

Customer Care & Quality Manager – London

£31.83 per hour

Location: Croydon office (Tues/Wed/Thurs) | Remote (Mon/Fri)

Division: Development - Customer Experience

About the Role:

Join our Customer Experience team as a Customer Care & Quality Manager and play a crucial role in delivering excellent service to new homeowners.

Overseeing a dedicated team, you’ll ensure defect logging, resolution, and handover standards are met efficiently.

As part of a transformative period at our Housing service, your focus will be on maintaining high quality and fostering strong collaboration between customer care and construction teams. Key Responsibilities:

Team Leadership: Guide and manage Customer Care & Quality Executives, achieving KPIs and inspiring top performance.

Quality Assurance: Set and document handover standards to guarantee customer satisfaction.

Defect Management: Ensure timely defect resolution, escalating as needed for quick action.

Stakeholder Collaboration: Work with Delivery Teams to uphold agreed standards, ensuring customer satisfaction at every step. What We’re Looking For:

The ideal candidate is a proactive manager with a solid background in customer service and defect management, as well as strong CRM, Excel, and reporting skills. You should be detail-oriented, excel in a fast-paced environment, and bring transferable skills if new to defect management. Interested:

For more information, contact Lily at (url removed).

4Recruitment Services is an equal-opportunity agency and follows safe recruitment practices