Regional Head of Customer Service

From 29th January 2021, you can find your dream job in our vacancies offer provided by Confidential Agency. For example you can find there a job from location Hampshire, Southampton, United Kingdom functional area Call Centre / CustomerService, position Regional Head of Customer Service.

Description Vacancy

Job position:
Regional Head of Customer Service
Call Centre / CustomerService
Employment type:
Start date:
213096373 (

Job description

Regional Head of Customer Service Job

A brand new role for an experienced senior customer service/care professional with proven experience working within the housebuilding industry.

Our client is a large national property development business with close to 12,000 employees, an annual turnover in excess of £800 million and over £4 billion in assets. The successful candidate will take on a strategic leadership role with responsibility for customer service within a region covering Hampshire, across to Cornwall and as far north as the West Midlands.

Role & Responsibilities

* Overall responsibility for the full customer service and aftercare process within the region

* Direct line management of the customer service management team

* Leading the continuous improvement and delivery of customer service within the region

* Management of customer interactions across multiple channels including; phone, email, social media and in person

* Work closely with the sales teams to drive increased sales through service

* Effectively develop, maintain and manage relationships with contractors to ensure that defects are resolved and an excellent level of customer service maintained.

Required Skills & Experience

* Proven experience in a Customer Service / Customer Care management role within the housebuilding sector

* Previous experience managing customer satisfaction via data metrics including NPS

* Previous working experience using a CRM system (ideally Salesforce)

* Working knowledge of Consumer Code for Home Builders and requirement of the major warranty providers such as NHBC and Premier etc

* Experience working with contractors to ensure any remedial work that is required is carried out in a timely fashion, while meeting quality standards and the expectations of customers.

What you get back

* Salary £65,000

* Car Allowance

* Pension

* Extensive flexible benefits package

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