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Customer Care Operations Manager

East Midlands

TCL is one of the fastest growing landscape services, estate management and play space providers in the UK. We are committed to transforming the environments where people live, learn, work and play as well as the success of the organisations that own and operate them.

Due to ongoing growth of the business we are looking for an experienced Customer Care Operations Manager to effectively manage the Customer Care department carrying out works on the occupied areas of new residential housing developments, ensuring that all financial, quality, and customer service, and financial targets are consistently met.

Role Requirements:

Operational

To effectively schedule works maximising operational efficiency, including staff allocation, materials availability and customer expectations.

To ensure works are delivered to budget, quality and clients time requirements.

Undertaking pre-installation site assessment and post installation review.

To ensure all aspects of group operational compliance are strictly adhered to for teams, including issuing and maintaining vehicle packs and vehicle checks.

To effectively integrate new business, ensuring works are delivered aligned to quoted expectation.

To determine the cause of and action required to resolve customer and quality issues.

To have an understanding of basic landscape specifications.

To have good plant and landscape knowledge.

To ensure the smooth and consistent operation of the Customer Care department.

Client Management

To represent TCL and specifically the Customer Care Department in client relationship management.

To maintain an accurate record of all enquiries.

To ensure that the department responds to all customer enquiries in a timely manner.

To communicate professionally with both residential house owners and the developers, ensuing that a best in sector customer service experience.

Health and Safety

Take responsibility for health and safety, actively participating in the maintenance and improvement of the overall Company Health and Safety culture.

Effectively implement and monitor the company’s Health & Safety policy and associated procedures, championing a good Health & Safety environment.

To ensure all site specific risk assessments, method statements and specific site instructions are in place prior to any works commencing.

HR

Ensure that all employees are effectively managed and employee records are maintained.

Financials and Commercials

To take financial and commercial responsibility for works from inception to completion including, but not limited to, monthly forecasts, program management and cost control.

To be responsible for achieving monthly budgets.

The Candidate:

An enterprising approach with strong interpersonal and communication skills.

From an operational background, the Operations Manager will have circa 2 years management experience, ideally within a similar sector.

Financially and commercially literate with demonstrable skills in managing work and resources aligned to budgets.

Strong organisational capability and works well in a fast paced and multi-discipline environment.

Self-motivated, positive and driven.

Confident with face to face customer care meetings.

I.T. Literate including but not limited to Microsoft Applications, specifically Excel.

To work effectively under pressure and to thrive in a busy environment.

The above duties are not exhaustive, and the company may require the job holder to undertake additional duties in line with the role.

How to apply

If you are interested in this role and feel that you have necessary skills, please email a copy of your CV along with a covering letter to John Grayson, Regional Director - TCL Midlands at JGrayson@tclgrp.co.uk