We are seeking a full-time dedicated and experienced Customer Care and Quality Manager to join our team. The successful candidate will play a crucial role in ensuring the highest standards of customer service and product quality throughout the home buying journey. This position requires a proactive leader who is passionate about delivering exceptional experiences for our customers while maintaining our quality benchmarks.
Key Responsibilities:
Lead and manage the customer care team, providing guidance and support to ensure optimal customer service delivery.
Collaborate with internal teams, including sales, marketing, and construction, to ensure seamless communication and resolution of customer-related issues.
Monitor and analyze customer feedback and satisfaction metrics to identify trends, areas for improvement, and best practices.
Develop and manage quality assurance processes to ensure compliance with industry standards, regulations, and company policies.
Conduct final inspections of all properties to check quality standards
Conduct post completion customer care visits to purchasers properties
Prepare reports and presentations for management, highlighting customer care performance, quality metrics, and strategic recommendations.
Qualifications
Minimum of 5 years of experience in customer service, quality assurance, or a similar role within the construction or real estate industry.
Strong understanding of NHBC standards and homebuilding practices, regulations and quality control standards.
Proven leadership and team management skills with the ability to motivate and inspire others.
Exceptional communication and interpersonal skills, with a strong customer-focused mindset.
Analytical and problem-solving abilities, with a keen eye for detail.
