We have an exciting new opportunity to join the Customer Care team in Chasetown as the Head of Customer Care.
This role would suit someone who has excellent communication skills, leadership qualities, confidence, ambitious and willing to learn and develop to meet future needs of the business.
Cameron Homes began designing and building individual homes in 1995. Our ethos was taking the right parcel of land in the right location, and creating beautiful homes that our customers would fall in love with. Being a part of our organisation means being part of something different. Entrepreneurial spirit, a passion for our customers, and an ambition for success are at our core. You’ll be joining a team that prides themselves on their ability to work together. Our goal is to leave behind a legacy we can be proud of, all while enjoying our work and having some fun along the way.
We are part of the Tara Group consisting of Chasetown Civil Engineering, specialising in infrastructure and groundworks, and Keon Homes who work in partnership with local authorities for affordable homes provision as well as delivering homes for the private rental sector (PRS).
The Tara Group is a family-owned independent company, consisting of four companies involved in the construction of housing. It was originally founded in 1974 by Noel Sweeney and remains in the ownership of the Sweeney Family. With offices in Chasetown, we employ over 250 across our group and work with over 400 sub-contractors.
Our approach is to stay true to the Company’s founding principles and values - employing a loyal, highly skilled and valued team; we have some of the best people in the industry and build high levels of trust with our clients. We have relationships with clients that go back 40 years, and these trusted, long-standing relationships are a testament to the level of service received and the ability to find solutions.
We pride ourselves on playing an active role within the local area and are proud of being able to support the local community.
Responsibilities
This is a senior management role whose responsibilities include:
- Leading the way and helping to achieve the highest levels of customer satisfaction. Ensuring consistent delivery of customer care, to include maintaining our 5-star HBF customer recommendation status.
- Supporting and creating a high-performing team efficiently and effectively by managing our internal customer care policy and procedures. Shape and influence these for the future.
- Taking an active role in assisting the Senior leadership Team to meet its customer satisfaction targets, managing customer related issues through to resolution.
- Aiming to deal with customer care issues quickly, professionally and to the customers’ complete satisfaction.
- Spending time in the field visiting customers where required and agreeing works in-line with NHBC Standards.
- Liaise and co-ordinate with the Construction, Technical and Sales Departments to ensure customer care issues are minimised based on the data and experience of issues encountered.
- Ensure cost controls are put in place and monitored for any works that are required.
- Attend NHBC resolutions and bring learning/feedback back to the workplace.
- Utilise COIN’s software to create and monitor KPI’s and performance working to evidence team working within the SLA’s defined by the NHQB.
What we expect from you
- Ability to develop and implement change strategy to meet future business needs.
- Strong team leadership and ability to manage workstreams for the benefit of the customer and the team.
- Exceptional communicator and team player.
- A collaborative approach to solving problems, finding resolutions that creates a win for the customer and our business.
- A good understanding of construction in determining the best solutions recommended by your team.
- Ability to meet deadlines, manage multiple workstreams and results driven.
- Excellent organisational and planning skills.
- Confident and empathic while diplomatic when handling challenging customer issues.
- A passion for continuous improvement.
- Excellent analytical and data skills who enjoys analysing trends, data, systems, processes and strategy for improvement.
How will your career develop?
Our experienced team will offer training and development to support you in gaining the skills required for the role. There are plenty of opportunities for progression within the Company.
You will agree objectives with your manager that will provide clarity and purpose and a development plan that provides the right level of development for you at your stage of your career. You will be joining a company that develops individuals careers, provides all the necessary support within a culture that has strong family values. During this advanced apprenticeship, you will learn a vast range of knowledge, skills and behaviours, covering topics such as project management, systems & processes, business structures and so much more.
Equal opportunities
Cameron Homes is committed both to promoting equality and diversity in the Company and to Equal Opportunities in employment. The Company believes in equality regardless of race or racial group (including colour, nationality, ethnicity, national origins) religion, caste or belief, age, disability, gender, gender identity, gender reassignment, sexual orientation, marriage and civil partnerships, surrogacy, adoption, and parental rights. This includes any incidents of perceptive or associate discrimination and harassment.
