Job Description

Our client is looking to recruit a Customer Service / Maintenance Manager to join their team based in the central best. Reporting to the Customer Service Director, your main responsibility is to ensure that customers' expectations are met and the customer journey is one that is reflective of a five star company.

You will deal with customer issues raised through the office, ensure all works are completed to the companies standard, respond to letters/emails in a timely manner and organise sub-contractors and materials as required through the Commercial team.

You will visit customers as necessary to agree scopes of work, rectify and resolve defects, monitor and act on measures of customer satisfaction results via In-House Surveys and NHBC reports. You will identify and project manage work and investigate construction issues that occur in occupied properties. Additionally, you will ensure the quality of repairs, time lines are adhered to and that the customer is satisfied with the actions of our company.

In addition to this you will also manage Maintenance Operatives and their responsibilities. You will build positive relationships with internal teams and external business partners, and source specialist contractors where required.
You will oversee the warranty operations including identifying and monitoring warranty issues to ensure full resolution. You will be responsible for adhering to health and safety regulations and managing sub-contractors to ensure that work is completed within agreed timeframes.

Required Knowledge, Skills, and Abilities

MUST HAVE technical knowledge of how a house is put together whether this is a joinery background, site manager, construction, clerks of works background - must have a good understanding - essential You will have experience in a front facing client liaison or customer service role, and delegating tasks to the Maintenance Operatives day to day, you will help to motivate and encourage the team on a daily basis to deliver exceptional customer service. A knowledge of, or background in construction and new build homes is essential, as is a professional and confident approach at all times. Knowledge and ability to diagnose defects and recommend a resolution is advantageous, as is experience of using database systems. You must have good analytical skills, be competent in the use of Microsoft Office packages, have excellent written, verbal and listening communication skills, be decisive