Customer Care Manager

at  Watkin Jones

JOIN OUR ESTABLISHED TEAM AS A CUSTOMER CARE MANAGER!

Are you ready to oversee the day-to-day operations, activities and personnel of the Customer Care Department? As Customer Care Manager the main remit of this role is to provide an insight into quality matters and establish the most appropriate solutions where defects and quality issues occur.

ABOUT US:

Watkin Jones was established in 1791 and has been building homes since 1927. More recently, we listed on the AIM market in 2016 with a market cap of £255m (current market cap c. £550m). In FY2020 we generated gross revenue of £354m and a Gross Profit of £75.9m. Our position in the market is based on a ‘capital light’ model, where we typically work with institutional forward funders.
Watkin Jones’ success to date has been based on our emphasis on building relationships of trust, our customer focus and our forward-thinking structure. Our intention is to create the future of living, which to us means high quality rental homes, community focus and sustainably driven development.

QUALIFICATIONS:

What we need from you -

• Level 3 qualification OR significant and substantial experience in a relevant / related field.
• Strong leadership and communication skills.
• Knowledge of health and safety rules, legislation and best-practice.
• Demonstrable, relevant experience in the construction / development industry
• Basic knowledge of contract law in relation to property and disputes

Apply Now: If you are a proactive person with a passion for delivering exceptional development projects, we want to hear from you

ABOUT THE ROLE:

As Customer Care Manager you will be responsible for the continuous improvement and identifying methods to avoid quality issues in the future or lessening the impact if defects do occur. This is role is vital in maintaining good relationships with customers / clients, illustrating the quality of our workmanship and in ensuring that the excellent reputation of Watkin Jones Group continues.

OBJECTIVES – SPECIFIC EXPECTATIONS OF THE ROLE:

• Assess reported items (e.g. defects / quality issues) as they are reported and identify what remedial actions, solutions and methods and resources required to rectify the problem.
• Manage, co-ordinate and provide line-management to the Customer Care Department as described within the Customer Care Procedures Manual.
• Prepare for, arrange, attend, contribute to and record weekly meetings with operatives to update the schedules, discuss good practice and contra-charges items.
• Carry out inspections and surveys of reported items to ascertain the reason for the defect, where responsibility lies and, where appropriate, how the defect will be addressed.
• Call to meet clients to inspect items and resolve disputes.
• Produce Procedures manuals and revise them when required (usually annually).
• Produce a Health and Safety guidance manual for our Customer Care Operatives and update the manual as and when required.
• Carry out risk assessments and method statements prior to arranging works.
• Take responsibility for continuous improvement and look for ways of enhancing the service provided; and avoiding defects and quality issues with a view to satisfying clients and building the good reputation and improving the Customer Care Department, its procedures and Watkin Jones Group.
• Carry out inspections and surveys for Managing Director as and when required.