Notes for Completing the Role Profile s1

Job Title: / Maintenance Repair Manager
Business: / Taylor Wimpey Southern Counties
Location: / Chandlers Ford
Reports to: / Customer Services Manager
Main Interfaces / Customers, Sub-contractors, CSA, CSM, MRT’s and Internal Departments NHBC

Overall Purpose

Ensure customers receive clear communication and quality of service to meet customer expectations throughout the customer journey until termination of the NHBC warranty.

Key Activities

Assisting in Organisation and management of customer complaints

· Monitor the MRT’s & vans
· Receive and log all telephone calls from customers registering a complaint.
· Order materials and deploy sub contractors as deemed necessary.
· End Of Year Defects meetings with the HA.
· Ensure all customer files from closed sites are returned to the customer services team.
· Act as 1st escalation point for customer complaints
· Investigate and respond to customer complaints both verbally and in writing
· Liaise with customers and sub-contractors to ensure defects are resolved in a timely manner
· Deputise for the Customer Services Manager as required
· Assist in providing feedback to other departments in relation to defective materials etc.
· Liaise with HA’s for defects and ensure they are resolved
· Book appointments with customers for CSM to visit
· 50% Office work 50% in the field

Health, Safety and Environment

· Ensure all personnel are aware of the Customer Services HSE Manual

Assist in training

· Ensure personnel are trained in the relevant aspects of Health and Safety.
· Assist in ensuring staff have adequate knowledge and training.
· Arrange sub contractor and supplier seminars to enhance delivery of customer care.

Key Competences

· Customer focus.
· Adaptability.
· Decision making.
· Interpersonal influence.
· Time management
· Thoroughness.
· Commercial Awareness

Key Experience

· Experience of dealing with customers including face to face.
· IT Literate
· Excellent communication skills both written and oral
· NHBC & Building regulations & Standards

If you wish to be considered for this role then please apply to Suzanne Bricknell, at: by Friday 17 April 2015. Please advise your Line Manager if you are applying for this role.