We're Hiring - Sales & Customer Service Manager

June 2024

Claymore Homes is recruiting for a Sales & Customer Service Manager based at its Mintlaw head office.

The Role

Managing the Sales & Customer Services team within the business, to provide excellent customer service and satisfaction throughout the organisation.

The role would suit a skilled and enthusiastic individual with knowledge and experience in sales and customer services with a customer-based focus. Someone with excellent management skills and an understanding of the construction industry with the ability to work with other departments. Suitable candidates for the role should be personable with great communication skills and dealing with customers.

The candidate should be able to uphold the department with it operating in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention to meet all expectations.

• To provide overall management to the sales & customer services team and office functions.
• To liaise with customers to select choices and extras.
• Responsible for Marketing, Website and Social Media functions.
• Manage all customer expectations pre and post-sale.

Reporting to: Directors

Responsibilities

• Responsible for the delivery of quality & service to all customers.
• Responsible for property structural warranty and Premier Guarantee insurance liability.
• Lead the Customer Services team in striving for a one-call resolution of customer issues.
• Lead process improvement initiatives.
• Identify potential cost recovery and monitor progress of same.
• Work with subcontractors and Production team on quality and reduction of lead time for remedial works.
• Quarterly meetings with Customer Services Operatives to discuss concerns and improvements.
• Participate and deliver departmental performance at weekly sales meetings.
• Ensure utilisation of customer services operating system for accurate recording of customer information.
• Be available for telephone support for out of hours emergency service provider (infrequent).
• To provide support for the Customer Service Team with escalated complaints.
• Improve customer service experience, create engaged customers and facilitate organic growth.
• Take ownership of customers issues and follow problems through to resolution.
• Develop service procedures, policies and standards.
• Keep accurate records and document customer service actions and discussions.
• Analyse statistics and compile accurate reports.
• Keep ahead of industry’s trends and apply best practices to areas of improvement.
• Control resources and utilise assets to achieve qualitative and quantitative targets.
• Adhere to and manage the approved budget.
• Maintain an orderly workflow according to priorities.
• Manage customers experience and design meetings.
• Customer extras, scheduling and pricing.
• Customer liaising & co-ordination from start to finish.
• Overview on stock properties and choices.
• Co-ordination with designers, buyer and site on any design queries.
• Co-ordination with kitchen and bathroom choices.
• Premier Guarantee website portal management and certificates.
• Specification and product choices.
• Management of material ordering and resources towards customer care.
• Customer complaints and dispute resolution.
• Snagging overview and management.
• Knowledge of design and understanding of installation.
• Building Standards knowledge and understanding.
• Consumer Code knowledge and understanding.
• Social Media management and engagement.
• Actively promoting Sales Marketing and Advertising.
• Ensuring website is maintained, monitored and developed.

Qualifications and Experience Requirements

• Proven working experience as a Customer Service Manager & Sales Manager in housebuilding.
• Experience in providing customer service support.
• Excellent knowledge of management methods and techniques.
• Working knowledge of customer service software, databases and tools.
• Awareness of industry’s latest technology trends and applications.
• Ability to think strategically, manage and lead.
• Strong client-facing and communication skills.
• Advanced troubleshooting and multi-tasking skills.
• Customer service orientation.
• Degree in Business Management or related field, preferrable.
• Strong analytical skills to evaluate process and procedures.
• Understands the principles of excellent customer service.
• Can simply explain concepts, techniques, and information.
• Must be able to provide accurate, clear, and concise reports & letters.
• Customer facing, must be well presented and articulate.
• High level of organisation.
• Good time management skills.
• Assertiveness to detail and accuracy of information.
• The candidate must be proficient with Microsoft Outlook, Excel and Word.
• Highly self-motivated mindset and attitude.
• Professional and customer orientated individual.
• Excellent written and verbal communication skills.
• Ability to represent the company in a professional manner at all times.

Remuneration Package

• Competitive Base Package based on experience.
• Full Time.
• Working days Monday to Friday
• Working hours 8.00am – 5pm
• 29 Days Holiday.
• Pension Scheme.
• Training as required.

Applicants can either apply online through the link below or email their CV to info@claymorehomes.co.uk for consideration

Further information is available on request.