Customer Care Lead
Norwich | £50,000 + Package
Are you an experienced Customer Care professional ready for your next step? This is your chance to become number 2 to the Customer Care Director in a busy, successful team for a leading house builder.
What is the role?
As Customer Care Lead, you’ll lead the Customer Care team to deliver an outstanding customer experience – driving service standards, team performance and effective resolution of customer issues. Working closely with senior stakeholders, you’ll play a key role in operational excellence and continuous improvement across the customer journey.
What you’ll do
- Lead, develop and motivate the Customer Care team – setting clear expectations, running performance reviews, and coaching the team to hit KPIs and service standards
- Oversee all customer communications, making sure enquiries and concerns are handled professionally, efficiently and in line with company policy
- Manage customer escalations and support the resolution of formal complaints, driving positive outcomes wherever possible
- Champion service excellence, improving customer satisfaction and NHBC survey performance
- Work with internal and external stakeholders to resolve issues and deliver remedial works on time
- Attend site meetings with customers, operational teams and contractors as needed
- Monitor departmental performance, compliance and governance, including Health & Safety and New Homes Quality Code requirements
- Manage departmental systems, performance data and cost controls, using insight to spot trends and drive improvement
What experience do I need?
- Proven experience in customer service in housebuilding, including leading or managing a customer-facing team
- Strong leadership, coaching and performance management skills, with the ability to motivate and develop others
What’s on offer?
- £50,000 plus package
- The opportunity to be number 2 in a well-established, high-performing Customer Care function
- A genuine platform to grow within a leading house builder
To apply for this job email your details to faye@tdm-recruitment.com.
