Customer Care Office Manager

Job Title: Customer Care Office ManagerLocation: Norwich, NR7Looking for a career where your ambition meets real opportunity? Join Persimmon Homes as a Customer Care Office Manager and step into a role where your success is celebrated, your growth supported, and your work truly matters.Why Persimmon Homes?We're one of the UK's largest and most established housebuilders — FTSE 100 listed, with 29 regional offices and thousands of quality homes built every year.At Persimmon, we don't just build homes — we build careers. When you join us as a Customer Care Office Manager, you'll benefit from:Competitive salary5* housebuilder - Be part of a company that consistently delivers quality homes and outstanding customer satisfactionHealth CareLife Cover & Contributory PensionBonusEmployee Benefits Platform – giving you access to high-street discounts, wellbeing support, and moreCommitted to diversity, inclusion, and empowering your developmentWhat is the role?The purpose of the role is to work with customers to provide quality service and an excellent customer experience while managing the Customer Care department to achieve the promises identified in the Persimmon Homes pledge.What you'll do as a Customer Care Office ManagerManage the department team effectively, including setting clear standards in the workplace, conducting professional development reviews and coaching and training of all team members to ensure employees achieve company KPIs and maintain NHBC Customer Satisfaction and company standards.Ensure correspondence to customers and customer defects are dealt with in a cost-effective, professional and timely manner, to ensure the Persimmon Pledge and Customer Care Policies and Procedures are adhered toResponsible for identifying and resolving customer escalations (pre-complaint), as well as supporting the resolution of all formal complaints in accordance with company procedureAttend site as and when required to meet with customers, the site team and the Customer Care Maintenance Operatives/Operations Manager.Work cohesively with other departments across the company (i.e., Construction, Sales, and Accounts) to ensure communication is optimal and the company achieves its KPIsComply with responsibilities as defined in the Group's HS&E Policy and ensure compliance throughout teamWhat experience do I need?Customer Service experience is essentialExperience of managing a teamExcellent communication skills, both written and verbalFully conversant with Microsoft Package, including Excel and WordTPBN1_UKTJ