Head of Customer Services

  • by Apple Resourcing
  • Location Cheshunt, Hertfordshire, UK
  • Salary £60,000 - £65,000 / year
  • 96 days ago
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Job Description:

Our valued client an award winning long established Essex based Residential Home builder is wishing to appoint on a Permanent level Head of Customer Services Cheshunt based looking after developments within the M11 corridor and Cambridgeshire

The role:

  • To manage, direct and control the Customer Service Department in accordance with the relevant company policies and procedures and to ensure a high level of service to customers at all times.
  • Ensure Health and safety criteria are adhered to at all times.
  • Attend Management meetings and set Key Performance Indicators for the department.
  • Formulate monthly Defects Report.
  • Formulate Customer Service reports for Divisional Meetings.
  • Inform Managing Director of any relevant customer related issues and any financial risks to the company.
  • Attend Weekly Build/Sales Meetings.
  • Advise Management Team of any changes to the Consumer Code.
  • Formulate data of all properties at PCN/Back Check by exception that fail to meet the agreed criteria for discussion with SMT.
  • To liaise closely with all team members to determine and monitor performance of the department.
  • Chair regular meetings with Customer Service Departmental Staff.
  • To promote and uphold the company’s prestige and good name.
  • Attend regular meetings with Managing Director and Directors, and other departments as necessary.
  • Monitor the Departmental Budget in liaison with Commercial Director.
  • Ensure adequate resource within department in order to meet customer expectation and maintain high standard of customer Service.

The candidate:

To be considered for this Head of Customer Services position you must posses the following skills and experience:

  • Strong technical background with ability to resolve build issues.
  • Ability to liaise at Directors level.
  • Conduct regular meetings with sub-contractors and suppliers to address issues as required, monitor performance in conjunction with Commercial Director.
  • Continually analyse and review the department performance, putting forward to the Board any strategies for improvements required to maintain the highest standards of customer service.
  • Maintain an up-to-date knowledge of best practice and required standards of Customer Service.
  • Visit customer property to discuss issues/problems and provide adequate solution.
  • Minimum of an HNC or degree in an appropriate subject, or at least 10 years relevant work experience.
  • MCIOB membership

An exciting and challenging job opportunity Salary range £60k - £65k + high end car + bonus scheme 10 - 12% of salary + mobile + laptop + other lifestyle benefits

  • Job Type Permanent, Full Time
  • Additional Salary Info high end car + bonus scheme 10 - 12% of salary + mobile + laptop + other lifestyle benefits
  • Work Authorisation No
  • Industry Sector Customer Services
  • Years Experience 10+ years
  • Career Level Experienced (Non-Manager)
  • Educational level HND/HNC or equivalent