Customer Service Director

Leading Residential Developer

Surrey

£90,000 – £120,000 + Package

We are working with a Leading Residential Developer who are looking to recruit a Director of Customer Services.  Reporting to the Managing Director you will input into and implement the long-term strategic plan.  Responsible for a large team of managers, co-ordinators and operatives, your leadership skills and ability to motivate a team through a time of significant growth is essential. With strong negotiation and communication skills we are looking for someone who is always confident, resilient, and professional.

Responsible for ensuring the regions compliance with the NHBC and the upcoming NHQB quality code along with our internal ‘fix in 30’ principle, collaboration with the construction and wider teams is essential.  You will monitor expenditure to control and minimise excessive or recurring costs and with proven analytical skills as you will analyse data and act on results.  Ideally you will also have a sound knowledge of building techniques, standards, and regulations.  We are looking for someone who will drive the function forward and continuously look to improve processes and enhance the customer experience.

Main Accountabilities:

Review, determine and implement strategic direction for the Customer Service team

Closely monitor annual Customer Service expenditure within the region and put measures in place to control and minimise excessive or recurring costs

Identify and implement improvements to the customer journey for the benefit of customers and the region

Collaboration with other departments on a regular basis, in particular the Construction, Technical and Sales teams

Monthly reporting for management team meetings and Board Meetings

Manage the Customer Service Team and support the growth of their construction knowledge.

Attending development team meetings as and when required to raise escalated issues.

Attending half year forums with other regional Heads of CS.