Head of Customer Care

Job Description:

Head of Customer Care

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At Bellway we recognise that people are the key to our success, and we are committed to building an inclusive culture that values and respects difference combined with creating a safe and inclusive working environment for all colleagues. This means we are positive about making adjustments as well as providing flexible working and we would be happy to talk to you about how this could work for you.

There is an exciting opportunity to join Bellway, one of the UK’s largest house builders. Our West Midlands Division, located in Tamworth is looking to recruit a Head of Customer Care to join the Division’s Customer Care team.

The Role

This role reports of the Division’s Managing Director.

Principal accountabilities of the role include:

• Efficiently and effectively improve and be responsible for Customer Care within the Division
• Take an active role in assisting the Division to meet its customer satisfaction targets, and to manage all customer-related issues through to resolution
• Manage the team of Customer Care staff effectively, to ensure that the Customer Care Department fully implements the Company’s Customer Care policy and procedures and to aim to deal with customer care issues professionally and quickly and to their complete satisfaction
• Visit customers, where required, and agree works in line with NHBC Standards and Bellway Homecare
• Liaise and co-ordinate with the Construction, Technical and Sales Departments to ensure Customer Care issues are minimised
• Ensure cost control is monitored for any works that are carried out
• Attend NHBC Resolutions and bring learning/feedback back to the workplace
• Act as the first point of call out on emergency situations from Safeguard

Experience, Qualifications and Skills

Experience

• Experience of working as a Customer Care Manager, ideally with a national housebuilder, housing association or council in a similar role.
• Previous experience of managing, motivating and supporting a team of staff.
• Previous NHBC inspections background would be highly desirable.

Qualifications and Training

• GCSE Maths and English – Grade 4+ (or equivalent)

Skills and Aptitude

Effective listening skills

Excellent planning and organisational skills

Good administration skills

Able to work to deadlines

Ability to work on own initiative

Proficient IT skills along with a good working knowledge of Microsoft Office (Word, Excel and outlook)

Excellent interpersonal skills, with the ability to communicate effectively at all levels

Committed to championing inclusive leadership and driving Bellway inclusive strategies

The Role and Working Conditions

Willing to be flexible in respect to day to day duties and hours worked

Ability to travel to all development sites, including the divisional office

In return we can offer you:

• Competitive salary
• Competitive car allowance
• Optional salary sacrifice car scheme
• Competitive annual bonus
• Contributory pension scheme
• 25 days holiday, plus bank holidays
• Access to discounts and benefits portal
• ShareSave Scheme
• Cycle to Work Scheme
• Life assurance
• Holiday Purchase Scheme
• Earn and Learn Opportunities 

We reserve the right to close this vacancy if a large volume of applications are received.