Customer Care Operations Manager

Job Title: Customer Care Operations ManagerLocation:Looking for a career where your ambition meets real opportunity? Join Persimmon Homes as a Customer Care Operations Manager and step into a role where your success is celebrated, your growth supported, and your work truly matters.Why Persimmon Homes?At Persimmon, we don't just build homes — we build careers. When you join us as a Customer Care Operations Manager, you'll benefit from:Competitive salaryCompany Van5* housebuilder - Be part of a company that consistently delivers quality homes and outstanding customer satisfactionLife Cover & Contributory PensionEmployee 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 manage the Customer Care Maintenance Operatives, delivering excellent customer satisfaction in accordance with Company Guidelines, Group Standards and Procedures for Customer Care.Primary ResponsibilitiesManaging the department team effectively, including setting clear standards in the workplace, monitoring performance and coaching and training of all team members to ensure employees achieve company KPIs and maintain NHBC Customer Satisfaction and company standards.Diagnosing complex defects, being responsible for the remedial strategy and overseeing the works related to formal complaints in accordance with Company StandardsBeing responsible for identifying and resolving customer escalations (pre-complaint), as well as supporting the resolution of all formal complaints in accordance with company procedureAttending site as and when required to meet with customers, the site team and the Customer Care Maintenance Operatives.Managing all NHBC / Premier / LABC resolutions and claims, working closely with the Customer Care department.Working cohesively with contractors and Customer Care colleagues as well as other departments across the company (i.e., Construction, Sales, and Accounts) to ensure communication is optimal and the company achieves its KPIsComplying with responsibilities as defined in the Group's HS&E Policy and ensure compliance throughout the teamWhat experience do I need?Customer Service experience is essentialTrade related experience is essentialExperience of managing a teamExcellent communication skills, both written and verbalFully conversant with Microsoft Package, including Excel and WordCSCS Card (Preferable)TPBN1_UKTJ