Customer Care Director ref. KMH/SO/122 Northampton, England
Job description
Keepmoat Homes is a fast growing top 10 UK housebuilder. We design and build quality homes and create places where people want to live.
Our investment and participation helps transform communities and improves the lives of local people. We have a national presence combined with local knowledge and expertise in all aspects of housing – from finance, design and planning, to developing and building. Our comprehensive skills and capabilities give us a wider perspective across the whole housing lifecycle and we create lower risk ways of building homes people need.
For more than 90 years our work has been absolutely visible to local communities so being part of the community is in our DNA. We hire local suppliers and tradespeople and work with local communities to make sure that our plans meet their needs.
Job description
Main purpose of the role
We have a rare and exciting opportunity for a Customer Services Director to join us, setting the direction of our Customer Care function in our South Midlands region. It is an exciting time to join us in this role as we have recently become corporate members of the Institute of Customer Service.
Reporting to the Regional Managing Director; the successful candidate will be accountable for the overall output, performance, and customer satisfaction (measured in particular by the published NHBC scores) of the region. They will manage and continually improve the Customer Service experience for Keepmoat customers and to support our ambitions to be a 5-star builder and a leader in Customer Service in the homebuilding industry. A member of the regional board of directors, the post holder will play a key role in the strategic direction and delivery of the business. Challenging others to drive performance improvement without damaging confidence levels or performance output.
Key Accountabilities
- Champion the customer throughout the regional business, balancing customer needs with business requirements and presenting a compelling case for internal change and improvement
- Agree priorities and standards and deliver upon these, managing the Customer Care team to continually improve processes and outcomes
- Manage your team to deliver what Customers need and to continually improve the efficiency and effectiveness of the Customer Care Team. In addition, ensure that you build a positive team culture with strong positive engagement NHBC resolutions and highlight trends where relevant
- Effective working relationships are an essential part this role requiring the job holder to be a strong team player and team builder to ensure all targets are achieved. Establishing relationships with key stakeholders both internally and externally, such as, Senior Colleagues within the Regions/Group and relevant functions and external relationships with Contractors, Suppliers, Purchasers, Building Control Inspectors and NHBC
- Monitor NHBC resolutions and highlight trends where relevant, ensuring that open issues remain at a controllable and reasonable volume; priority being given to any open issues approaching internal SLA’s, working closely with all departments to anticipate and minimise any potential risks through the customer journey and ensuring full adherence to the Hallmark Process
- When resolving escalated customer issues, act promptly and where necessary visit the customer personally to agree a plan of action
People Management Responsibilities
- To lead and build a motivated and engaged team
- To recruit the right talent into the business
- To develop your team members by enabling and motivating them to be the best that they can, building a strong talent pipeline to support the growth of the Business, completing Talent Mapping and Succession Planning bi-annually ahead of the mid-year and year-end Performance Development Reviews and discussing the outputs in these meetings
- To undertake bi-annual Performance Development Reviews with your team members and effectively managing any concerns that arise relating to these and to support team members Personal Development Plans
- To address confidently and competently performance, behavioural and absence issues in a supportive manner and taking the necessary actions to improve these while ensuring team members understand their personal responsibilities in these areas
HS&S Responsibilities
To take care of your own health and safety and that of others who may be affected by your work and adhere to the Keepmoat Health, Safety and Sustainability standards.
Skills, knowledge & experience
Essential:
We are looking for an established Customer Services leader who embodies our Keepmoat values; a straightforward and skilled communicator, who is creative and experienced in driving an idea generation culture within their teams. They will be passionate about leading a team to provide the highest quality customer care, and an established collaborative relationship builder at all levels.
This role would suit either an experienced candidate working at Director level currently, or someone looking to step up from a ‘Head of’ role. We are always looking for ways to improve and for our people to bring new ideas, therefore we open to talking to candidates from different industries who can come in and encourage continuous improvement opportunities within the function.
Desirable:
- Experience within a similar position within housebuilding/construction.
Education & qualifications
Essential:
- Relevant industry requirements, for example; NVQ/HND Customer Services
Desirable:
Coaching or Mentoring Qualification for example ILM at level 5 or higher
Why work for us?
At Keepmoat Homes we pride ourselves on being a great place to work. As the market leader in our industry we want to ensure that we attract, motivate and retain the best people who can deliver the best service for our customers.
- Competitive rates of pay – We regularly check our pay against our competitors to make sure they reflect our position as market leader. We also review our pay every year.
- Bonus Scheme – Our annual bonus scheme is linked to team and company performance.
- Special offers for staff – We run a range of offers and discounts exclusively for our employees including holidays, health club memberships and days out.
- Trust – We encourage you to come up with ideas and get the most out of your job with us.
- Development – we offer genuine development opportunities to progress your career.
Our values
Our values are the foundation for our vision, the cornerstone of our culture and the benchmark for our achievement.
- Straightforward - We get the job done in the most efficient and effective way. We are friendly, open and honest. It’s about being respectful and working in a transparent and honest way.
- Collaborative - We work together in partnership to deliver the very best customer experience. Partnership working is key to our business. We work collaboratively to deliver the best results possible.
- Passionate - We care about what we do. We put pride and energy into delivering results. It’s important to us to do a good job.
- Creative - We are proactive, flexible and resourceful. We listen, learn and deliver solutions. We don’t offer a one size fits all solution; we are flexible and will tailor our services to our customers’ needs.
Reference: KMH/SO/122
Hours: 37.5 hours per week, Monday to Friday
Location: Northampton
Employer: Keepmoat Homes, South Midlands
Job type: Full Time Permanent
Closing date: 21/02/2023
