Hill Group are looking for a Customer Service Manager to join the team, based in the Cambridge area. 

Role overview:

Responsible for the delivery and reporting of everything within the region related to Customer Service. Management of the regional coordinators, operatives, sub-contractors, and suppliers to ensure the region delivers the service that is expected of a 5 star house builder. Responsible for meeting or exceeding the Customer Service KPls and ultimately achieving exceptional customer satisfaction surveys from both customers and clients alike. Responsible for carrying out the final ''RTMI" inspection and maintaining quality standards within the Hill Group. Ensuring support is given to the direct Customer Service team and received from the wider regional team members to enable excellent service delivery. Part of the Regional team with circa 500 plots in warranty across c20 schemes

Key Results Areas:

Delivery

Completion of daily defects within prescribed timescales to achieve targeted “success rate”

Management of daily defects, EOD' s, latent defects and stock plot maintenance

Technical support for the customer service team

First line management of in-house operatives to ensure efficiencies are maximised

Manage the EOD process to ensure the making good certificate and subsequent retention released are obtained on time and in line with the projected due dates

Provide personal written communication where required to close off defects or provide the customer or client with a detailed response

Ensure the Department Processes and Procedures are adhered to at all times

Vehicle Management

Store Management

Quality & Compliance

RAM' s are to be provided, approved and issued for all activities, in- house and supply chain

Responsible for ensuring all operations under instruction from Customer Service are carried out safely with all appropriate measures undertaken to ensure this is the case.

Ensure that all plant and equipment is maintained and certified as per statutory requirements

Ensure Health and Safety training is up to date and relevant to operatives

Accepting the home as being completed to the Hill quality standard via the RTMI sign off process on behalf of the customer

Ensure workmanship is of an excellent quality and first-time fixes kept to a maximum

Ensure a professional standard is maintained at all times

Undertake routine site visits to monitor quality of work being produced by the operative and sub-contractor

Regular inspections of operative’s vans for tidiness and cleanliness

Smart presentation of oneself, representing the company to external clients, customers, and tenants

Maintain corporate image at all times

Professional presentation of reports and work at all times including accuracy and forward thinking to deliver on time

Follow Customer Service Processes and Procedures

Customer

Provides support to the customer service team and is received from the wider regional team members to enable excellent service delivery

Works collaboratively with the Sales & Production teams ensuring that the Customer Journey is carried out resulting in minimal risk escalations

Communications with Customers is consistently at a high standard and builds effective relationships

Experience in Customer Services or site management and can demonstrate an excellent understanding of customer needs and delivering to their requirements

Financial

Ensure EOD inspections are undertaken at the earliest opportunity, and that all works identified at EOD are closed out within 13 weeks to allow retention recovery

Ensure in-house operatives and general maintenance operatives have works booked in to maximise efficiencies

Obtain estimates and quotes wherever possible and challenge costs

Follow the Contra Charge process and ensure maximum recovery is made where evidence confirms it is reasonable to do so

People Management

Direct Management of Operatives

Performance Reviews to be carried out with Operatives and Coordinators

Carry out Audit of quality of work for Operatives

Management of supply chain

Direct Communication and Management of Coordinators.

Training of Operatives

Success Measures:

Demonstrates exemplary standards of Customer Service, understanding their needs and delivering on promises

Meets and often exceeds Customer Service KPI’s

Achieves exceptional customer satisfactions surveys from both customers and clients alike

Follows Hill QA process and carries out “ready to move into” inspections across the region

Attends end of defects inspections with our Partnership clients & representatives

Provides support to the customer service team and is received from the wider regional team members to enable excellent service delivery

Provides regular reports to the Regional Director

Implements best practice

Identifies areas of risk

Works collaboratively with the Sales & Production teams ensuring that the Customer Journey is carried out resulting in minimal risk escalations

Effectively leads a team of Operatives and Coordinators continually driving quality and raising standards

Manages multi-trade operatives and Customer Service Co-ordinators and liaises with Sub-contractors and suppliers to ensure the region delivers the service that is expected of a 5-star house builder

Defects are investigated and resolved in an efficient and professional manner

Meets deadlines

Communications with Customers is consistently at a high standard and builds effective relationships

Complies with all Health and Safety requirements

Skills, Experience and Attributes:

Experience in Customer Services or site management and can demonstrate an excellent understanding of customer needs and delivering to their requirements

Proven technical knowledge of the house building industry

Has the ability to solve problems

Strong organisational skills

Has the technical knowledge required to investigate and resolve defects

Excellent time management skills, meets deadlines

Outstanding communication skills, verbal and written

A high level of financial acumen

The ability to lead and manage a team

Demonstrates an understanding of H&S requirements