Salary: From £41,548 pa

Hours: 36 per week

Contract Type: Permanent

Clarion Housing Group is the country's largest housing association with 125,000 homes nationwide. First and foremost, we're a social landlord, providing affordable homes overwhelmingly for people who can't meet their housing needs on the open market. We're also a property development company, a charitable foundation and a repairs and maintenance service. By 2040 Clarion will be the undisputed leading housing group for good quality, fit for purpose, well managed and sustainable private rent homes.

To support this ambition we're looking for a Customer Care & Quality Manager to join our team in Croydon. We're committed to ensuring the customer receives the best service at each touch point of their journey with us. From their initial enquiry about their new potential home right through to moving in and during the defect warranty period.

In a nutshell, as a Customer Care and Quality Manager, you'll lead the team responsible for logging all defects and ensure correct policies and procedures are in place to guarantee the best quality new home for customers.

Some of the key duties include:

• Manage the team of Customer Care & Quality Executives ensuring KPIs, objectives and targets are met

• Work closely with Delivery Team to ensure contractors are being managed to complete works within the agreed timescales

• Motivate, inspire, coach and develop individuals to achieve outstanding performance through personal leadership style and behaviour

• Responsible for setting and documenting the handover Standards agreed in the Employer Requirements and working with Delivery to ensure these are met

• Responsible for creating and managing the strategy on Benchmark Snagging to ensure a high quality of home for our customers

• Responsible for agreeing and maintaining the requirements for quality of handover and updating all associated documentation

• Use initiative and benchmark against competitors for improvements to ways of working and customer experience

• Work collaboratively to document the customer requirements when taking acceptance (Lock & Leave) of homes from Delivery

• Ensure customer queries are logged and responded to within the agreed SLA's

We're looking for individuals with a strong customer service background and experience of leading a high performing team. As the successful candidate, you'll come to us with a drive for delivering results and, crucially, experience of new build homes, managing complaints and dealing with 3rd party contractors. You'll be an excellent communicator with experience of snagging, practical completion and the property handover process. Experience of shared ownership is preferred but not essential.

If this sounds like a good match to your skills we look forward to hearing from you. In return we offer you a competitive salary and generous benefits package in a supportive environment, with plenty of scope for your career advancement and salary progression.

Closing Date: Tuesday 10th November at midnight

For full details of this vacancy you can download the role profile here - Customer Care & Quality Manager

In the event that we receive a high volume of applications, we reserve the right to close this advert early. We therefore encourage early applications.

You must be eligible to work in the UK to apply for this vacancy; Clarion are not able to offer visa sponsorship.