Customer Care Manager (Noise Insulation)

Job Reference

EX-CCMNI

Job Type

Permanent

Job Hours

Full time

Duration of Employment

Closing Date

01/06/2021

Job Location

Norwich

Job Postcode

Salary Benefits

Customer Care Manager - Noise Insulation

Norwich

Evander are one of the UK’s leading companies providing glazing and lock services, operating in the Insurance, Facilities Management and Noise Abatement sectors. We are a growing business with an exciting vision for the future and looking for dynamic and ambitious individuals to help achieve our goals.

You will be responsible for the daily management of Customer Service in relation to the Noise Insulation Scheme. Responsible for the management of customer queries, complaints, and communications in line with Highways England tone of voice guide with the aim of improving customer satisfaction and engagement.

Lead, guide and make recommendations with regards to ensuring we provide the best overall service and experience to our client and customers.

Liaise with all stakeholders including Noise Insulation team Leader, project Manager and site manager providing feedback and overview with recommendations of what has happened, what we need to do and who is responsible for doing it.

What to expect:

  • Management of the Clients Noise Insulation Email inbox, acting and responding to queries, appeals and complaints on the client’s behalf.
  • Responsible for dealing with all levels of dissatisfaction, taking personal ownership to manage this through with the relevant team members / contractors to completion
  • Ownership of fulfilling the post works customer satisfactions surveys within defined timescales and reporting of content, trends etc
  • Creation of monthly reporting for both Evander and the client
  • Ownership of pre and post works Health and Wellbeing Surveys, collating content and updating of results in the define mechanism
  • Collate and record accurate information on our internal systems.
  • Analysis of data and identification of themes / trends and the ability to make recommendations with regards to how we can continuously improve.

What we are looking for:

  • Experience of working in a similar role required
  • Experience dealing with internal and external customers
  • Experience of working within a team environment
  • Demonstrated motivational skills and an ability to supervise and lead a team of customer service assistants
  • GNVQ/NVQ in customer care or related topic
  • Organisational and planning skills to develop customer service policies
  • Creative thinking, to be able to come up with new ideas to improve customer service standards
  • Excellent communication skills that allow you to listen, inform, help and advise customers clearly and to liaise effectively with other professionals
  • Confidence, patience, politeness, tact, and diplomacy, when dealing with difficult situations
  • Proven problem-solving skills with an ability to work well under pressure

Valuing Diversity and Inclusion, we aim to create a workforce that is representative of society where colleagues can be themselves, knowing that embracing differences enhances Evander’s operational capabilities and also helps to create a Great Place To Work. We are proud to celebrate diversity where individuals are accepted for who they are, regardless of age, gender, ethnicity, sexual orientation, religion or ability.

Apply today!

*By applying for this role, you are consenting for RSD Recruitment to hold and process your data in compliance with the General Data Protection Regulations. If you have any questions or wish to exercise your right to access, erase or restrict the holding or processing of your data please contact us at and we will respond to your query within 48 working hours.*