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Customer Care & Quality Manager – London
£31.83 per hour
 
Location: Croydon office (Tues/Wed/Thurs) | Remote (Mon/Fri)
Division: Development - Customer Experience
 
About the Role:

Join our Customer Experience team as a Customer Care & Quality Manager and play a crucial role in delivering excellent service to new homeowners.
Overseeing a dedicated team, you’ll ensure defect logging, resolution, and handover standards are met efficiently.
As part of a transformative period at our Housing service, your focus will be on maintaining high quality and fostering strong collaboration between customer care and construction teams. Key Responsibilities:

Team Leadership: Guide and manage Customer Care & Quality Executives, achieving KPIs and inspiring top performance.
Quality Assurance: Set and document handover standards to guarantee customer satisfaction.
Defect Management: Ensure timely defect resolution, escalating as needed for quick action.
Stakeholder Collaboration: Work with Delivery Teams to uphold agreed standards, ensuring customer satisfaction at every step. What We’re Looking For:

The ideal candidate is a proactive manager with a solid background in customer service and defect management, as well as strong CRM, Excel, and reporting skills. You should be detail-oriented, excel in a fast-paced environment, and bring transferable skills if new to defect management. Interested:
For more information, contact Lily at (url removed).
 
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