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Customer Service Manager

Balfour Beatty
Job LocationKettering Venture Park
EducationNot Mentioned
SalarySalary negotiable
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Balfour Beatty Investments has an exciting opportunity for a Customer Service Manager to join our investments team to work in Kettering.Role Purpose:

  • Provide a professional and effective after sales customer service to the business customers. Effectively & efficiently provide support to the wider Customer Satisfaction team and business, promoting BBH quality, ethics and ethos.
    • As a Customer Service Manager you will:
  • Ownership of full customer service function on development sites from point of sale to final sign-off of property;
  • Communicate as required with customers to ascertain nature and validity of reported defects;
  • Administer, compile and continually update the customer service database for all post sale properties to ensure records are current and accurate;
  • Co-ordinate the commencement of all remedial work with both customers and contractors;
  • Ensure regular updates obtained, and managed for all live defects;
  • Co-ordinate receipt of customer sign-off and close out of defects;
  • Ensure client expectations are met and deadlines achieved for rectification of defects by proactively managing timelines and organising alternative contractors as required;
  • Monitoring contra charges and customer care costs, and escalating;
  • Analysing and reporting customer defect trends;
  • Management of Customer Services Technician;
  • Prepare customer service reports as required for senior management review;
  • Co-ordinate with NHBC and contractors as required regarding customer resolutions;
  • Monitoring Maintenance spend, by site/region;
  • Reporting on defect trends along with performance of materials and contractors;
  • Checking after care invoices, ensuring works complete to correct quality & standard;
  • Support/assist wider Care team with customer service duties;
  • Ensure duties are carried out in line with company standards relating to Quality, Healthy & Safety and Sustainability issues;
  • Ensure a relentless focus on Zero Harm.
    • Personal Qualities and Experience:
  • Experience working in the house building industry;
  • Must have extensive experience in dealing with customers defects;
  • Confident in communicating with customers face to face;
  • Good knowledge of MS Office Suite;
  • Excellent verbal & written skills;
  • Excellent administration skills;
  • Strong focus on achieving high levels of customer satisfaction, within required time frames;
  • Well organised and systematic approach to work with the ability to multitask;
  • Commitment to Balfour Beatty Investment Information Security Policy;
  • Commitment to Balfour Beatty Values of Integrity, Teamwork, Excellence and Respect;
  • Commitment to Balfour Beatty Zero Harm Agenda.
    • Why work for usDay in, day out, our teams deliver amazing projects in challenging conditions; developing, managing and maintaining the vital infrastructure and public spaces that modern economies, societies and communities rely on.About usBalfour Beatty Investments is a global infrastructure investor operating in the UK, US and Canada. We provide the investment capability to deliver complex infrastructure projects. Over the past 21 years, Balfour Beatty Investments has established itself as one of the largest investors in the PPP industry, building a portfolio of more than 70 projects worldwide, predominantly in the UK and North America.In recent years, Balfour Beatty Investments has diversified into new markets and geographies, demonstrating a successful evolution. Our core markets include: healthcare, education, student accommodation, residential and military housing, highways and power and waste.We value diversity and celebrate individual differences, believing that our inclusive culture helps the business continue to grow as a strong, dynamic and innovative organisation.Balfour Beatty is a corporate signatory to WISE (Women in Science & Engineering). Our aim is to attract more people from diverse backgrounds to help us build on our inclusive culture. We are a member of the workingmums.co.uk Top Employers Charter through which we demonstrate our commitment to enabling parents to progress and enhance their careers whilst managing the challenges of family life.Balfour Beatty is also Gold Award holders in the Ministry of Defence Employer Recognition Scheme and actively encourage applications from Armed Forces personnel, veterans and reservists.

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