Job Title: Customer Care Manager
Contract Type: Permanent
Salary: £42,663.81 per annum, plus £4500 car allowance
Working Hours: 37.5 hours per week, full time
Working Pattern: Monday to Friday, Hybrid
Location: Prospect Head Office

If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don’t meet all the essential criteria on the job description.

Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.

The difference you will make as a Customer Care Manager
You will manage the customer service process including quality management, defect resolution and reporting post completion, complaint handling, and HBF CSS survey and Trustpilot response management. Whilst ensuring compliance with regulatory and legal requirements including NHQB and Consumer Code.

About you
We are looking for someone with
• Experience in a house building customer facing position within an established house building organisation for a minimum period of three years.
• Ability to work on own initiative.
• Customer focused & a positive attitude.

Why Riverside?
At Riverside we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you’ll enjoy:
• Competitive pay & generous pension
• 25 days holidays plus bank holidays
• Flexible working options available
• Investment in your learning, personal development and technology
• A wide range of benefits

Diversity and Inclusion at Riverside:
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.

Applications may close before the deadline, so please apply early to be considered.

Role Profile
• Champion a positive culture on customer and strive for the highest standards of customer satisfaction. Demonstrate leadership to the customer care team to help them deliver HBF CSS 5-star service. Whilst assisting the Head of Customer Services to champion a positive culture on customer throughout the wider business and supply chain.
• Collaborate with and support the Head of Customer Services to identify areas of improvement. Make suggestions on new processes and systems where required. Assist with the development of improvement plans and their implementation.
• Chair monthly customer care meetings with other departments providing updates on defect trends, quality inspection results, subcontractor performance on defect resolution and snagging, complaints, HBF CSS survey results and response rates and Trustpilot results and response rates
• Attend weekly build sales meetings to co-ordinate customer service departmental workload on customer care quality inspections. Where applicable comment on quality and programme concerns which may impact legal completion or HBF CSS score.
• Attend monthly development team meetings and contribute proactively to discussions on development performance. Ensure technical matters are discussed with cost and programme delivery being key considerations.
• Manage customer care staff to ensure all necessary duties are delivered effectively and in line with budget. Ensure that all staff act in accordance with company procedures and in line with regulatory and legislative requirements. Ensure all staff follow health, safety and environmental procedures and that all necessary training and is undertaken and RAMS concluded.
• Undertake quality inspections prior to legal completion to ensure standards are in line with company requirements and meet HBF CSS 5-star standard. Ensure plots are clean and safe for completion including the external environment. Record findings using the company’s online quality management system (Zutec). Monitor the close out of defects and report any concerns to the Head of Customer Services and Head of Construction.
• Ensure 10-day lists documenting snagging works post completion are completed by the construction department following a visit by the Site Manager/ Assistant Site Manager post completion. Escalate concerns to the Head of Customer Services where applicable.
• Ensure customers are regularly contacted whilst within HBF CSS survey window post completion. Act on any concerns and queries that customers have liaising with sales and construction colleagues. Escalate concerns to the Head of Customer Services where applicable.
• Ensure completed plots are effectively transitioned from sales/ construction to customer care post HBF CSS survey (8 week). Ensure any previously reported snagging works are completed prior to handover to customer care. Escalate concerns to the Head of Customer Services where applicable.
• Ensure defects within warranty period are accurately recorded on the system and completed...