General Building jobs in Oxford

Simply Construction Group - Customer Service Manager

About The Simply Construction Group (www.simplyconstructiongroup.co.uk)

The Simply Construction Group is a leading home extension, loft and basement conversion specialist founded and managed by husband and wife team Robert and Helen Wood. It is comprised of three separate brands - Simply Extend which specialises in kitchen extensions; Simply Loft for loft conversions and Simply Basement for basement conversions. Being a family run business, Robert and Helen offer a personal touch and understanding of how many families and couples want to expand their homes. More recently the group have expanded into Birmingham and the West Midlands offering loft conversions and extensions.

The journey began in 2008 when Robert left his full time career in project management of railway and underground construction in London to set up the Simply Extend and Simply Loft firms. It started with a vision of creating a residential building company that would focus on delivering home improvement in a simple and clearly structured way with a strong focus on customer care. Fixed prices, all in one design and build packages as well as project management and client-based systems and apps for tracking progress are all central to the way things are run at Simply Construction Group.

The group has expanded over the years and now runs anywhere up to 200 projects across London and the West Midlands in a year. Although operating in London, Helen and Robert manage and work from their home office in Thame, Oxfordshire, where this role would be based.

Due to a recent vacancy, we are looking for a highly motivated Customer Service Manager to join our fantastic team in Thame. You will be responsible for and supported by a Customer Service Co-Ordinator and will oversee the running of the department. This position is a well-regarded and important role within the business and will report into our General Manager.

Role Description

• Oversee the running of client health check calls with the support of the Customer Service team and help to resolve any problems.
• Liaise with Construction Project Managers, Site Managers and clients to resolve issues, escalating up to Directors if needed.
• Project managing any projects that have been escalated, ensuring and monitoring members of the team are carrying out agreed actions.
• Help to co-ordinate replacement contractor teams and support with our in-house contracting team.
• Co-ordinate contractor meetings.
• Deal with any client disputes and help to mediate.
• Provide general advice to clients on each stage of their project, what to expect when, who to speak to etc.
• Monitor the issuing of welcome starter packs to all new clients.
• Talking clients through the starter pack.
• Issue completion packs when projects are complete.
• Monitor our warranty process.
• Check clients are happy to be references with the support of the team and maintain the client reference database.
• Oversee the management of online reviews across all brands.
• Oversee the process between getting clients to book in with photographer when case studies are ready.
• Ensure our customer service dashboard is up to date and regularly monitored.

Experience

• At least 5 years in a previous customer service role, with ideally management experience.
• Ability to inspire and lead a team.
• Strong ability to work with difficult and sometimes demanding clients – good conflict management skills.
• Articulate and strong phone / communication skills
• Ability to make clients feel they are being taken care of and looked after.
• Good at building relationships with clients and contractors.
• Well organised, with good attention to detail.
• Some previous project management experience would be useful but not a necessity.
• Must be a good team player and have the ability to influence people working at all levels of the organisation.
• Must feel comfortable working in a small team in a home office.
• Literate in using Microsoft packages including Excel and Outlook.

Remuneration

• £36k - £42K per annum depending on experience
• Full time role - Monday to Friday
• Opportunity to partake in a quarterly bonus scheme

Job Type: Full-time

Pay: £36,000.00-£42,000.00 per year

Benefits:

• Casual dress
• Company events
• Sick pay

Ability to commute/relocate:

• Thame OX9 3DS: reliably commute or plan to relocate before starting work (required)

Experience:

• Customer Service: 5 years (required)

Work Location: In person