Aug 11, 2018
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 working within their Southern Regeneration Division based in Brentwood covering East London. 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. A fantastic package is on offer for this exciting and challenging job opportunity along with fantastic package, high end car + bonus scheme 12% of salary + private healthcare and other lifestyle benefits