Customer Care Manager Job description - Eastlands Homes

JOB SPECIFICATIONJob title:Company:Line Report:Direct Reports:Location:Customer Care Manager (PFI)Mears ProjectsHeadContract’sOf CustomerManagerServicesRegionalCustomerCustomerCare OfficerServices ManagerMearsManchesterLtd North(Brunswick)JOB PURPOSETo manage the delivery of excellent Customer & Community Services for individual properties. ToMonitor and control the liaison with tenants, and report on Customer Satisfaction.PRINCIPLE ACCOUNTABILITIES1 Deliver the Mears Experience via the provision of positive and effective communication with theresidents, client, staff and branch.2 To be the 1 st level of contact on all Customer issues including administration, liaison & complaints &record all contact, issues and complaints as per official Mears Customer Service policies andprocedures.3 To deliver Customer Care training to all site staff including direct labour & sub contractors and ensureall new starters receive the Customer Care Induction & Monthly Customer Care Toolbox Talks aredelivered according to schedule.4 Develop contacts within the community through resident groups and identify & develop site’s CSRactivities.5 To ensure branch and individuals work to the policies as laid out by the Customer & Community Dept.6 To record and report on both Mears kpis and client where required.DIMENSIONSThe role is to work in an individual branch within customer service. This role provides a service to abusiness which is generally to one branch, however in order to attend training and meetings, the jobholder may be required to travel to other branches. The jobholder must be able to do such travel withthe occasional overnight stay away from the base office where necessary.FINANCIAL RESPONSIBILITYTo monitor any potential insurance claims, ensuring minimal financial impact to the branch andcompany. To analyse this and make recommendations regarding continuous improvement.COMMUNICATIONSThe job holder will participate as an active member of the site team and report to the ProjectManager. They will liaise with all levels of management and employees/workers throughout thebusiness, as well as clients and residents on the contract.

KEY TASKS1 Regular liaison with the residents prior, during and upon completion of the Decent Homes work asper company and branch standards via correspondence, visits and all other methods ofcommunication available. Also ensure that all written communication is carried out as per thecustomer service procedures and any contractual specification.2 Ensure all customer service policies & procedures are adhered to and documented, & initiate andimplement regularly innovative ideas which enhance the service to the customer and respondpositively to any new initiatives that are brought into practice making sure they become part of theCustomer Experience Service Delivery.3 To ensure all properties are prepared for the works to commence, appointments made are kept,disruption is kept to minimum and works successfully completed to resident’s satisfaction.4 To build strong relationships with internal and external customers.5 To communicate any special requirements to parties concerned, including outside parties and toassist residents who have special requirements with areas such as packing up goods etc.6 Attend all meetings as required, from internal site/branch to external meetings with area housing,resident groups and surgeries, including choice events to assist resident in making their choices.7 To monitor complaints and highlight repeat common issues with senior management in order for anappropriate resolution to be put in place.8 Deliver and collect satisfaction surveys both verbally and written as per contractual obligation,identify customer perception of the service, monitor & analyse information and communicate tosenior managers for action to be taken if necessary.9 To carry out any other duties required to ensure efficient running of the service to the customers.10 To be the main contact for the branch with regard to all CSR & PR activities & assist in organizingand promoting branch with Client and tenant groups. To deliver the agreed Corporate SocialResponsibility policies on a local branch level. Coordinate and report all activities to the ProjectManager & Head of Customer & Community Services. Gather good news information for therelevant PR initiatives.11 Deliver Customer Care training to all site staff, operatives & sub contractors, and ensure all staff,receive required Customer Care training via Inductions & Toolbox Talks.12 To ensure that Health & Safety & HR policies & procedures are adhered to by Customer CareTeam, and report issues through Project Manager. Adhere to the Lone Working procedurePERSON SPECIFICATIONEssentialDesirableCompetenciesAbility to deliver the Customer Experience via the recognized procedures and policies.Proven track record of working within customer service.Knowledge of IT systems and experience of working with computerized systems.Ability and willingness to absorb new information and use it.Committed, trustworthy and reliable with a good sense of humour.Patience, tact, and approachability.Willingness to develop self and others.Experience of undertaking and delivering Customer Care Audit.Full Driving LicenceA basic knowledge of the construction trade. Experience of working with an RSL client.Customer focused, confident, positive attitude, enthusiastic, patient & tactfulcommitted & trustworthy, excellent communication skills, team player,negotiating skills, organisational skills, problem solving.