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Senior Customer Care Manager

  • JOB TYPE: Permanent
  • REF: JH5804
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Role Overview:

This exciting new role is for a highly skilled and experienced Customer Care Manager to join our client’s busy development firm based out of their Central London offices and sites across the capital. This pivotal role will be responsible for ensuring the highest level of customer satisfaction throughout the customer journey.

Senior Customer Care Manager – Who is our client?

They are a property developer who is focused on getting the average London citizen onto the property ladder.  They sell/rent well designed, affordable homes in the London area to people who dream of owning or renting a fantastic place in a vibrant neighbourhood. Innovation is part of their DNA, always looking for new ideas and new talent for their dynamic team.

Senior Customer Care Manager – Duties:

  • Manage all customer interactions and a portfolio of existing buildings
  • Screen, assess and respond to property defect enquiries on system and update the customer of progress
  • Analyse defect reports and issues. Appoint contractors where necessary to complete works
  • Be primary point of contact for escalated customer care issues
  • Lead on the handover process from project team and procure the Managing Agent.
  • Carry out home tours and key handovers during on site meeting of customers.
  • Day-to-day management of assigned Managing Agent
  • Develop and maintain customer care KPIs and reporting systems.
  • Manage relationships with other internal teams and external contractors
  • Attend site to investigate ongoing issues that require customer care input.
  • Review compensation policies and agree settlements
  • Monitor any defects that are not closed within the agreed timeline
  • Manage warranty claims with NHBC/Premier Guarantee and bring to resolution
  • Line management of Customer Care team, including 121s and performance reviews
  • Take ownership of expenditure reporting and quarterly budget
  • Writing reports and delivering presentations on customer care metrics and feedback
  • Utilise data to identify ways the team can improve

Senior Customer Care Manager – Profile:

  • Proven experience in a senior customer service or customer care role within property development
  • Proficiency in CRM systems and customer care software
  • Knowledge of BTR/lettings is desirable
  • Ability to handle complex customer issues with empathy and professionalism
  • Strategic thinking, with the ability to see the bigger picture
  • Strong organisational and problem-solving abilities
  • A customer-focused mindset with a passion for delivering excellence
  • Remain calm under pressure/crisis management.

Senior Customer Care Manager – Package & Benefits:
Salary – £60,000
Monday to Friday 9am – 6pm
Mix off office based (central London Zone 1), site based with occasional flex to work from home
Company benefits – generous holiday, healthcare, life assurance, enhanced pension etc

Applications with the following or similar job titles will be considered:  Customer Care Manager, Customer Service Manager

🌈 Diversity, Equity, Inclusion and Belonging (DEIB)

We are committed to cultivating an environment and placing individuals at companies that promote diversity, equity, inclusion and belonging. We are a global community and we believe our unique qualities should be celebrated because they are critical to our innovation and relationships. It is essential that you are comfortable to be your authentic self every day, no matter your age, ethnicity, religion, citizenship, gender identity, sexual orientation, disability status, caring responsibilities, neurodiversity, or otherwise. Inclusion is not just an initiative for us at Cherry Pick People, we strive to embed it within our culture and values.

James Hanson

Office: 020 3587 7687
Direct Line: 020 3587 7699

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