Job Overview

Apply on recruiter's website Overseeing a team of maintenance engineers across several sites Leading by example with customer focused approach and excellent technical knowledge Client Details My client is a national Plc House builder with offices and live sites across London. They have committed to building communities for the future across London with properties ranging in cost from £500k to £3m. In order to meet their ambitious targets they need the right level of staff who can not only communicate effectively with customers but also with contractors on site. Description Field Services Manager - National Plc House builder Responsible for ensuring that defects are resolved within predetermined SLA's and that remedial works are carried out efficiently and to high quality standards (managing a team of field based Customer Service Managers and Operatives). Profile Field Services Manager - National Plc House builder Responsibilities: Face to Face customer support; Represent, drive and promote the company values effectively being a Brand Ambassador ; Efficiently manage and resolve service requests submitted by customers, ensuring works are carried out to high quality standards and are right first time; Inspect and diagnose defects (and liaise with any other departments where necessary to ensure that the most efficient and robust solutions are sought and implemented); Ensure Technicians and subcontractors are well directed with clear guidelines to their own job responsibilities, and provided with full support in achieving these; Achieve 88% Recommend, 88% Quality and 30 NPS on the 9 month survey ensuring that: Carry out calls following works to ensure satisfactory completion (and that results are duly recorded and reported); Carry out feedback calls regularly to all customers to gauge and ensure satisfaction levels (no less than monthly); Ensure that customers are kept fully updated with clearly set actionable steps and estimated completion dates; Communicate all information to the Customer Service Coordinators and ensure that the system is maintained updated; Chase subcontractors for speedy and efficient resolution of any issues and manage quality of their works; Promote, build-up and maintain good working relationships with Housing Associations, subcontractors and any other stakeholders; Minimise costs associated with remedial works and adhere to the sign-off and cost recordal policies and identify all contra-charging opportunities; Actively gather, analyse and report to the Senior Service Manager customer feedback and any trends so as to enable lessons learnt; Attend NHBC Resolutions and ensure prompt resolution of any issues which the company is found to be responsible for; Provide out of hours cover (weekdays / weekends / bank holidays); From time to time as required by the business, provide support to Customer Experience colleagues on site; Carry out any further actions to improve overall customer satisfaction in line with targets set by company; Further ad-hoc duties as may be required to maintain the highest levels of customer satisfaction. Job Offer Field Services Manager - National Plc House builder London Building and construction Offering an excellent package between £40k - £45k + car / travel allowance + BUPA + bonus - depending on relevant experience

Key Requirements

property construction maintenance trades residential