Customer Care (Aftercare) Manager

Recruiter
Skye Recruitment *
Location
East London
Salary
From £40,000 to £45,000 per annum + Company Benefits Package
Posted
21 Apr 2017
Closes
20 May 2017
Sector
Engineering
Contract Type
Permanent
Hours
Full Time
CUSTOMER CARE (AFTERCARE) MANAGER - RESIDENTIAL DEVELOPER – EAST LONDON

Client

Our client is one of the UK’s largest Developers, with a long list of impressive projects in and around Central London. The client is well respected, successful and financially strong and without doubt a great company to work for. 

Job Summary:

Customer Care (Aftercare) Manager to oversee the Aftercare for large New Build Residential projects in Central London. Projects range in value from £20m to in excess of £100m.

The ideal candidate will work closely with the Head of Completions and the Estate management teams to create an exceptional customer journey and ensure absolute customer satisfaction during handover and throughout the defect liability period.

A background in Construction, particularly the finishing and handover stage of residential properties, is essential including knowledge of NHBC warranties and managing trade contractors.

Role / Responsibilities 

    To manage the Customer Care (Aftercare) teams across developments including managing portfolio wide resource, developing new teams for upcoming projects and ensuring they are providing excellent aftercare, reactive repair and customer care processes.Development and implementation of the procedures for a coordinated handover of customers to your team and improvement of overall customer satisfaction.To organise technical training for the helpdesk team, customer care teams and appropriate members of the estate management team Ensure the whole team and are kept fully informed of any notable aftercare related issues throughout the warrantee period Developing and sustaining excellent relationships between your team and customers during handover and throughout the defect liability period Maintaining quality control Working closely with, and getting the most from, the operational teams, subcontractors & suppliers.Monitoring defect liability periods for trade contractors, reviewing contractor KPI’s and working with the construction team to ensure contract terms are being met.Ensuring cost control is monitored for any works that are carried outReviewing defect reports on each of the projects to track trends, systemic issues that need site wide response and also to feedback into future design.Arranging the on-site working office for the customer care team, including the provision of IT, etc.
    To organise regular meetings with on-site customer care teams and attend relevant on-site meetings including handover and completions update meetings.
ASAP interview and start for the ideal candidate.

For a confidential discussion about this position please contact Skye Recruitment on 0203 856 9807