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Customer Care Manager

Posted: 19 Jun 2019 Closes: 2 Jul 2019
Based on site and West Ham Lane Competitive
Permanent & Full-time l-q-group/20190619063845

At L&Q our customers are the most important part of our business. As a member of the Development Division dealing with our New Build products, it is vital that our Customer Care Manager has a passion for delivering an excellent customer journey every time. At L&Q our development division is split into regions; North, East, South and Counties, and this role will focus on our new build products in the South Region.At L&Q our customers are the most important part of our business. As a member of the Development Division dealing with our New Build products, it is vital that our Customer Care Manager has a passion for delivering an excellent customer journey every time. At L&Q our development division is split into regions; North, East, South and Counties, and this role will focus on our new build products in the South Region.


At L&Q our customers are the most important part of our business. As a member of the Development Division dealing with our New Build products, it is vital that our Customer Care Manager has a passion for delivering an excellent customer journey every time. At L&Q our development division is split into regions; North, East, South and Counties, and this role will focus on our new build products in the South Region.

If you are experienced in customer care within the New Homes Industry and have some previous knowledge within the private sector, although not essential, then this could be the role for you!

A customer care manager will focus on ensuring excellent service through the customer journey. From home buying to moving in and the preceding weeks following completion, they ensure any teething problems are addressed immediately.  The ideal candidate will have experience in delivering a quality product and finish. Technical knowledge of construction processes and defects, in line with NHBC Technical Requirements, as well as contract knowledge is essential.

In this role you will need a have a strong work ethic, be an excellent communicator and be able to work as part of a team. We will expect you to lead and motivate others to deliver defined objectives and targets. As well as being able to establish effective working relationships with internal departments, external agents, suppliers, and stakeholders.

In this role you will:

·       Head up a small team of 3 – 4 aimed at bridging the gap between the Aftercare Team and customers.

·       Ensure that every property purchased at our developments is finished to an extremely high standard and presented to our customers in pristine condition.

·       Manage the process to resolve defects, ensuring they are carried out within contracted timescales, to set quality standards and as agreed with the customer.

·       Ensure H&S, regulatory & governance compliance is met for all developments in your region.

·       Drive the customer satisfaction strategy for each development.

 

If you are passionate, driven and meet the above criteria, then we want to hear from you!                           

Our commitments:

At L&Q, people are at the heart of our business and our success depends on employing the best people and getting the best from them.  This is why we are committed to developing our people. It's only by investing in a well-trained and motivated workforce that we can continue to prosper and sustain business success.


In addition to our support and training, the successful candidate will have access to our full suite of benefits including 24 days holiday rising to 28 days with length of service, annual bonus subject to group performance, excellent Pension scheme, Benenden Healthcare, an employee assistance programme and non-contributory life assurance. This role also attracts a company car allowance.

We are committed to supporting your work-life balance and recognise the changing demands and circumstances in life.  Please let us know during the recruitment process if you’re interested in part time working or job sharing.  In addition, should your circumstances change once you have joined L&Q, you can also request flexible working arrangements, e.g. a change to working hours - if it’s feasible then we’ll make it happen.

We are recognised externally for our commitment to inclusion.  We are a Stonewall Diversity Champion, a Disability Confident (Committed) employer and have signed the Time to Change Employer Pledge to demonstrate our commitment to end mental health discrimination in the workplace.

We expect all of our employees to support our environmental policy and social responsibility work. We are an employer committed to environmental and social responsibility.

L & Q Group

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