Assistant Customer Service Manager

Are you an experienced Customer Service Advisor/Manager looking for that next step in your career? If so Harron Homes are looking for an Assistant Customer Service Manager to join our North Midlands team! 

About the Role

We are looking for an Assistant Customer Service Manager to support the management of our busy Customer Service Department. This role will involve overseeing department operations, managing staff and contractors, resolving customer complaints, handling warranty claims, and implementing improvements to ensure exceptional service delivery.

You will be responsible for allocating resources, supporting Customer Service Coordinators, and ensuring all work in occupied homes is completed efficiently, in line with set KPIs, and to the highest quality standards.

Key Responsibilities

• Support the Customer Service Manager in day-to-day departmental operations.

• Manage diaries, timesheets, and safe working practices for Customer Service Operatives.

• Collate and manage data relating to Legal Completions and post-completion works.

• Oversee warranty provider claims from start to resolution.

• Monitor and improve processes, ensuring accurate KPI tracking and reporting.

• Allocate work to operatives, site teams, and contractors effectively.

• Manage contractor performance, addressing inadequate outcomes.

• Handle escalated customer complaints and ensure prompt, satisfactory resolution.

• Support the implementation of departmental improvements.

• Maintain updated out-of-hours information and manage any emergencies.

Skills & Experience

• Previous experience in a similar role within a house building company.

• Strong leadership, teamwork, and organisational skills.

• Ability to prioritise workloads, make clear decisions, and work under pressure.

• Proven customer complaint handling skills.

• Excellent communication skills, both verbal and written.

• Competent in data management and reporting.

What We Offer

• Competitive salary and benefits package.

• Opportunity to play a key role in improving customer service delivery.

• Supportive, collaborative working environment.

• Career development opportunities within a leading house builder.