Our client, a long standing 5* developer is looking to expand their team with a Customer Care Manager in their Cambridge office. The individual in this position is responsible for overseeing the delivery of services, ensuring that customer service KPIs are met or exceeded, and ensuring a high level of satisfaction from both customers and clients.

Key Responsibilities:

1. Delivery & Defect Management:
– Oversee the completion of daily defects within prescribed timeframes.
– Ensure daily defects, latent defects, and stock plot maintenance are managed.
– Provide technical support to the Customer Service team.
– Supervise in-house operatives to maximise operational efficiencies.
– Manage the EOD (End of Defects) process, ensuring that certificates are obtained on time.
– Ensure that department processes and procedures are followed.

2. Quality & Compliance:
– Ensure that all RAMS (Risk Assessments and Method Statements) are provided, approved, and issued for activities.
– Uphold safety standards and ensure that operations are conducted with appropriate safety measures.
– Oversee the maintenance and certification of plant and equipment.
– Ensure all operatives are up to date with relevant Health and Safety training.
– Oversee the final “RTMI” (Ready to Move Into) inspection process to ensure quality standards.
– Ensure that the work is of excellent quality with minimal repeat visits or fixes.
– Conduct routine site visits and van inspections for quality and professionalism.

3. Customer Service:
– Support the customer service team and collaborate with regional teams to ensure seamless service delivery.
– Build effective relationships with customers through clear, professional communication.
– Work with Sales & Production teams to ensure a smooth customer journey and minimise escalations.
– Demonstrate a strong understanding of customer needs and effectively deliver solutions.

4. Financial Oversight:
– Ensure prompt EOD inspections and timely resolution of issues to secure retention recovery.
– Maximize efficiencies by ensuring works are scheduled efficiently.
– Obtain quotes and challenge costs where appropriate.
– Follow the Contra Charge process and ensure maximum cost recovery when justified.

5. People Management:
– Directly manage operatives and coordinators, providing performance reviews and regular audits.
– Oversee and support the training of operatives.
– Manage relationships with subcontractors and suppliers to ensure excellent service delivery.

Success Measures:
– Achieve and exceed customer service KPIs and satisfaction surveys.
– Carry out quality inspections, including “ready to move in” checks.
– Ensure effective communication with customers and teams.
– Meet deadlines and ensure the timely resolution of defects.
– Demonstrate exemplary customer service and adherence to Hill Group’s quality standards.

Skills, Experience, and Attributes:
– Proven experience in Customer Services or site management with an understanding of customer needs.
– In-depth technical knowledge of the housebuilding industry.
– Strong problem-solving abilities and attention to detail.
– Excellent organisational and time management skills.
– Exceptional communication skills, both verbal and written.
– Strong financial awareness.
– Ability to lead and motivate a team.
– Knowledge of Health and Safety requirements in the construction industry.

This role requires a highly organised, technically skilled, and customer-focused individual who can lead a team, manage quality and compliance, and ensure that service delivery aligns with a high standard.