Customer Care Operations Manager

Job Title:
Customer Care Operations Manager

Location:
Perth, PH1

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.

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:

• 5
  * house builder -Be part of a company that consistently delivers quality homes and outstanding customer satisfaction
• Life Cover & Contributory Pension
• Health Care
• Employee Benefits Platform
  – giving you access to high-street discounts, wellbeing support, and more
• Committed to
  diversity, inclusion, and empowering your development

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.

• Managing 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 Standards
• Being responsible for identifying and resolving customer escalations (pre-complaint), as well as supporting the resolution of all formal complaints in accordance with company procedure
• Attending 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 KPIs
• Complying with responsibilities as defined in the Group's HS&E Policy and ensure compliance throughout the team

• Customer Service experience is essential
• Trade related experience is essential
• Experience of managing a team
• Excellent communication skills, both written and verbal
• Fully conversant with Microsoft Package, including Excel and Word