<h3>Customer Service Manager</h3><p><strong>Are you a people-focused leader with a passion for delivering exceptional customer experiences?</strong></p><p>We’re looking for a <strong>Regional Customer Service Manager</strong> to oversee customer service operations for a region of approximately 500 plots across 20 schemes. As a key figure in our regional team, you’ll manage coordinators, operatives, sub-contractors, and suppliers to ensure our award-winning 5-star service is upheld. This role requires a blend of technical expertise, leadership skills, and an unwavering commitment to customer satisfaction.</p><p><strong>About the Role:</strong></p><ul><li>Lead and inspire a team to deliver outstanding service and meet or exceed KPIs.</li><li>Take ownership of daily defects, End of Defects (EODs), latent issues, and stock plot maintenance.</li><li>Carry out "Ready to Move Into" inspections, ensuring every home meets Hill's high-quality standards.</li><li>Collaborate across departments to provide technical support, maintain standards, and enhance the customer journey.</li><li>Manage operatives and supply chain efficiency, ensuring all work is completed on time, to budget, and to an exceptional standard.</li></ul><p><strong>Key Responsibilities:</strong></p><ul><li><strong>Customer Experience:</strong> Build lasting relationships with customers, clients, and internal teams by ensuring communication is professional, timely, and empathetic.</li><li><strong>Operational Excellence:</strong> Ensure compliance with all processes, health and safety requirements, and quality standards while achieving first-time fixes and timely completions.</li><li><strong>Team Leadership:</strong> Manage and develop operatives and coordinators, conduct performance reviews, and foster a culture of collaboration and continuous improvement.</li><li><strong>Financial Oversight:</strong> Maximise cost recovery, manage estimates, and ensure budgets are effectively controlled.</li></ul><p><strong>What Success Looks Like:</strong></p><ul><li>Exceptional customer satisfaction scores and minimal escalations.</li><li>Defects resolved efficiently, with processes followed and deadlines consistently met.</li><li>A motivated, high-performing team that maintains Hill's reputation for excellence.</li><li>Robust financial management and effective cost recovery.</li></ul><p><strong>About You:</strong></p><ul><li>Proven experience in customer service, site management, or a similar leadership role in the housebuilding industry.</li><li>Strong technical knowledge to investigate and resolve defects.</li><li>Outstanding communication skills and a customer-first mindset.</li><li>Exceptional organisation, time management, and problem-solving abilities.</li><li>A natural leader who inspires confidence and drives quality.</li></ul><p><strong>Why Join Us?</strong><br>Be part of a team that puts customers at the heart of everything we do. At Hill, we pride ourselves on delivering homes and experiences of the highest standard, and we’re looking for someone who shares our passion for excellence.</p><p><strong>Apply now</strong> to join our mission to set new standards in customer service!</p> •
Last updated on Jan 11, 2025