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Area Customer Services Manager

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  • Location Scotland
  • Type Permanent
  • Salary Competitive Salary + Benefits
  • Ref 9082
An image of a map of the location for this role

Our client provides innovative solutions for residential homes and commercial developments through their Homes and Timber Systems Divisions across the UK. They have a strong reputation for high quality and innovation with a market leading position based on their expertise, quality and commitment to providing the best service to their customers. They attract individuals who enjoy a solutions focussed working environment based on continuous personal development and supportive leadership

The Central Scotland Division is on course to deliver T/O of £90 million in 2017/18. They have a reputation for innovative design and quality construction. Through the expertise of their people, they are able to successfully deliver residential housing developments ranging in size from £6 million to +£100 million utilising timber frame technology.

Reporting to the Head of Customer Service, you will be a key member of the Management team:

• Responsible for developing the strategy to deliver their ambitious customer service and quality targets.
• Responsible for operational activity and financial performance of all projects carried out by the team.
• Demonstration of a proactive attitude to change by drawing on your experience in directing your team to exceed customer expectations and continuously improve how we deliver our business.
• Liaising and working in conjunction with all areas of the business to ensure Customer Service is paramount and to retain NHBC/HBF 5* Builder Status.

Role & Responsibilities

Provide direction to the operational team to ensure delivery of pre-set targets within the Customer Charter:

• Remedial programme(s)
• Customer complaints
• Effective communication with all customers
• Ensure improvement in Customer Satisfaction results
• Maintain Customer Records Management (CRM) module for management information
• Reduction of defects through proactive management
• Manage commercial performance of the customer services department to achieve business plan targets.
• Motivate and continuously develop required skills within your team to deliver (1 &2) above
• Build and maintain effective working relationships with internal and external project teams to maximise success of your department and positively impact on customer satisfaction.
• Maximise the benefits of and deliver continuous improvement to current business process
• Effectively manage NHBC resolutions and report on variance.

Required Skills & Experience

• Evidence of managing a customer service function
• Solutions orientated in a professional and approachable manner
• Microsoft office skills, particularly Excel

Desirable Technical Expertise

• Evidence of multi-trade skills on timber frame build projects
• Demonstrate knowledge of NHBC & Building Control regulations

In return, we will offer you the chance to develop your skills and experience further through our performance management process giving you the opportunity to progress your career within the group.

If you have the required skills and experience and would like to be considered for this amazing opportunity, please forward your CV and portfolio ASAP to joe.synes@hunterdunning.co.uk or call 01243 779789.

Please note that due to the quantity of applications received, we cannot get back to everyone. If you do not receive a reply from us within 7 working days, then unfortunately your application has been unsuccessful. Be aware however that we will keep a copy of your CV/Portfolio and keep you in mind for any future vacancies.

Job Ref: 9082

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