<p><strong>Hill Group are looking for a Customer Service Manager to join the team, based in the Cambridge area. </strong></p><p><strong>Role overview:</strong></p><p>Responsible for the delivery and reporting of everything within the region related to Customer Service. Management of the 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 Hill Group. Ensuring support is given to the direct Customer Service team and received from the wider regional team members to enable excellent service delivery. Part of the Regional team with circa 500 plots in warranty across c20 schemes</p><p><strong>Key Results Areas:</strong></p><p><strong>Delivery</strong></p><p>Completion of daily defects within prescribed timescales to achieve targeted “success rate”</p><p>Management of daily defects, EOD' s, latent defects and stock plot maintenance</p><p>Technical support for the customer service team</p><p>First line management of in-house operatives to ensure efficiencies are maximised</p><p>Manage the EOD process to ensure the making good certificate and subsequent retention released are obtained on time and in line with the projected due dates</p><p>Provide personal written communication where required to close off defects or provide the customer or client with a detailed response</p><p>Ensure the Department Processes and Procedures are adhered to at all times</p><p>Vehicle Management</p><p>Store Management</p><p><strong>Quality & Compliance</strong></p><p>RAM' s are to be provided, approved and issued for all activities, in- house and supply chain</p><p>Responsible for ensuring all operations under instruction from Customer Service are carried out safely with all appropriate measures undertaken to ensure this is the case.</p><p>Ensure that all plant and equipment is maintained and certified as per statutory requirements </p><p>Ensure Health and Safety training is up to date and relevant to operatives</p><p>Accepting the home as being completed to the Hill quality standard via the RTMI sign off process on behalf of the customer</p><p>Ensure workmanship is of an excellent quality and first-time fixes kept to a maximum</p><p>Ensure a professional standard is maintained at all times</p><p>Undertake routine site visits to monitor quality of work being produced by the operative and sub-contractor</p><p>Regular inspections of operative’s vans for tidiness and cleanliness</p><p>Smart presentation of oneself, representing the company to external clients, customers, and tenants</p><p>Maintain corporate image at all times</p><p>Professional presentation of reports and work at all times including accuracy and forward thinking to deliver on time</p><p>Follow Customer Service Processes and Procedures</p><p><strong>Customer</strong></p><p>Provides support to the customer service team and is received from the wider regional team members to enable excellent service delivery</p><p>Works collaboratively with the Sales & Production teams ensuring that the Customer Journey is carried out resulting in minimal risk escalations</p><p>Communications with Customers is consistently at a high standard and builds effective relationships</p><p>Experience in Customer Services or site management and can demonstrate an excellent understanding of customer needs and delivering to their requirements</p><p><strong>Financial</strong></p><p>Ensure EOD inspections are undertaken at the earliest opportunity, and that all works identified at EOD are closed out within 13 weeks to allow retention recovery</p><p>Ensure in-house operatives and general maintenance operatives have works booked in to maximise efficiencies</p><p>Obtain estimates and quotes wherever possible and challenge costs</p><p>Follow the Contra Charge process and ensure maximum recovery is made where evidence confirms it is reasonable to do so</p><p><strong>People Management</strong></p><p>Direct Management of Operatives</p><p>Performance Reviews to be carried out with Operatives and Coordinators</p><p>Carry out Audit of quality of work for Operatives</p><p>Management of supply chain</p><p>Direct Communication and Management of Coordinators.</p><p>Training of Operatives</p><p><strong>Success Measures:</strong></p><p>Demonstrates exemplary standards of Customer Service, understanding their needs and delivering on promises</p><p>Meets and often exceeds Customer Service KPI’s</p><p>Achieves exceptional customer satisfactions surveys from both customers and clients alike</p><p>Follows Hill QA process and carries out “ready to move into” inspections across the region</p><p>Attends end of defects inspections with our Partnership clients & representatives</p><p>Provides support to the customer service team and is received from the wider regional team members to enable excellent service delivery</p><p>Provides regular reports to the Regional Director</p><p>Implements best practice</p><p>Identifies areas of risk</p><p>Works collaboratively with the Sales & Production teams ensuring that the Customer Journey is carried out resulting in minimal risk escalations</p><p>Effectively leads a team of Operatives and Coordinators continually driving quality and raising standards</p><p>Manages multi-trade operatives and Customer Service Co-ordinators and liaises with Sub-contractors and suppliers to ensure the region delivers the service that is expected of a 5-star house builder</p><p>Defects are investigated and resolved in an efficient and professional manner</p><p>Meets deadlines</p><p>Communications with Customers is consistently at a high standard and builds effective relationships</p><p>Complies with all Health and Safety requirements</p><p><strong>Skills, Experience and Attributes:</strong></p><p>Experience in Customer Services or site management and can demonstrate an excellent understanding of customer needs and delivering to their requirements</p><p>Proven technical knowledge of the house building industry </p><p>Has the ability to solve problems</p><p>Strong organisational skills</p><p>Has the technical knowledge required to investigate and resolve defects</p><p>Excellent time management skills, meets deadlines</p><p>Outstanding communication skills, verbal and written</p><p>A high level of financial acumen </p><p>The ability to lead and manage a team </p><p>Demonstrates an understanding of H&S requirements </p> •
Last updated on Nov 4, 2024