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Customer & Community Manager

Job Title: Customer & Community Manager
Contract Type: Permanent
Location: Wellingborough
Industry:
Start Date: ASAP
Reference: WG227
Job Published: December 11, 2018 10:44

Job Description

A newly formed position presents itself for a Customer and Community Manager to join one the UK’s leading housing Maintenance Contractors. Wates Living Space were awarded a 10 year Contract (5+5) to deliver repairs to tenanted and void properties along with planned works schemes, for Longhurst Group and its subsidiary companies in April 2018. This has seen the company establish site offices in Wellingborough, Aston and Boston to aid the delivery and also present local people with opportunities.

 

This role will take direct responsibility for leading, monitoring and challenging scheduling teams to deliver a quality and customer focused service ensuring the company is efficient, safe and profitable. The successful applicant will also be the main contact for the Client Customer Service team and Clients complaints handlers, responsible for the compilation of call stats and provision of daily, weekly and monthly reports  end ensuring satisfactory closing out of complaints.  Key focus on overall customer care performance, complaints management, customer satisfaction KPI's and delivery of community benefit.

 

Key Accountabilities will include:

 

On-going relationship building with the client to enhance communication. Acting as the main contact for the Client Customer Service team and Clients complaints handlers.
 
Responsible for the compilation of call stats and provision of daily, weekly and monthly reports for client review.
 
Assist in the effective delivery of the service operation by optimising the use of resources available and develop and implement robust and effective procedures to achieve contract requirements for respective clients.
 
To fully assist and co-operate with the client / Customer Service  team in the investigation of complaints, effectively deal and respond to queries and complaints from tenants, staff, and residents relating to services and service delivery.
 
Ensure scheduled jobs/tasks have been raised with the appropriate client Schedule or Rates Codes (SOR’s) and that enough time has been allocated to complete the works and promote right first time.
 
To assist in the production of performance reports for clients on a monthly basis in approved formats. To assist in the preparation of performance reports relating to both individual operative performance and sub contractor performance
 

We are looking for a highly motivated and efficient customer care professional with experience within a Housing Maintenance principle contractor setting. A good understanding of construction technical knowledge, including: contractual awareness and customer care processes is essential.

 

To be successful in this role you will be able to: communicate with all stakeholders, have the ability to build credible lasting working relationships and have a strong work ethic working well both independently and as part of a team.

 

A bit about us:

 

Wates is one of the largest and most successful family-owned private construction, development and property services companies in the UK.
 

Within the Group, Wates Living Space is one of the UK’s leading providers of planned and responsive maintenance services in the social housing sector, maintaining over 500,000 homes nationwide every year. Our leading position within the maintenance sector has enabled the business to realise ambitious strategic growth, offering our clients a truly integrated national service for all of their maintenance requirements.
 

As a progressive and rewarding business we offer our people the opportunity to grow their careers whilst working together to deliver the promises we make to our customers.
 

Our company values of integrity, intelligence, performance, teamwork and respect for people, communities and the environment run through our business at every level and are at the heart of everything we do.
 

The wellbeing and safety of our people is our priority, therefore creating a zero harm culture and encouraging a healthy work-life balance is important to us.  Wates Group are a responsible and inclusive employer and are proud to have been recognised for this through accolades including C2E (Committed to Equality) and Investors in People (Gold)

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