Customer Services Manager Job Description (Page 2 of 2) in pdf

Customer Services Manager Job Description Page 2

14. Have a knowledge of and ensure alignment with the structural warranty provider policies,

Consumer Code, Redrow quality standards and customer charter

15. Be available to deal with the out of hours calls and direct them accordingly to bring the

customers problem to a satisfactory conclusion

16. Lead, motivate, communicate with, develop, appraise and performance manage staff to ensure

they are fully motivated to achieve best performance to meet the company’s needs. Ensure that

poor performance is not tolerated and is remedied via support, training or disciplinary action as

appropriate. Liaise with Head of Customer Services and Human Resources on all employment

issues.

17. Health and Safety - Keep appraised of Health and Safety updates and where necessary

liaise with internal and external training providers to ensure the CS team is fully

compliant. Ensure all works are carried out in accordance with specific risk assessments

and method statements

18. Finances - Check and sign off invoices for suppliers and sub-contractors giving

consideration to material supply chain difficulties, and failure in service level agreements.

Authorise invoices for payment

19. Reporting - assist in the production of monthly board and Group CS Director reports

Working Relationships:

Effective working relationships are an essential part of daily working life. This role requires

the job holder to be a strong team player and team builder to ensure all targets are achieved.

Internal:

Colleagues within the Division and relevant Group functions

Maintaining an affective working relationship with Function Directors/HOD’s essential

in order to achieve company targets and ensure the highest levels of customer

satisfaction; and

External:

Contractors, Suppliers, Purchasers, Building Control Inspectors, NHBC, Health &

Safety Executive.

Decision Making Authority:

TBC

These are illustrative duties and the job holder will be expected to become involved in a range

of work to enable the department to respond effectively to the requirements of the Company.

Customer Services Manager Job Description Page 2