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National Head of After Care

Salary:
37,688 P.A. ?
Location:
Boscombe
Company:
McCarthy & Stone Retirement Lifestyles

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McCarthy & Stone is the UK’s leading retirement housebuilder. Founded by John McCarthy and Bill Stone in 1961, today our business provides the largest share of the UK’s owner-occupied retirement housing market. We pioneered the retirement housing sector after seeing a gap in the market and have since enriched the lives of tens of thousands of older people and their families.

Since our founding, McCarthy & Stone has built more than 54,000 individual apartments in 1,200 different developments nationwide. We are responsible for building and selling more than 70% of the owner-occupied retirement housing market each year.

In March 2020, we received the full Five Star award for customer satisfaction for its products and services in the independent survey by the HBF and NHBC for the fifteenth consecutive year. We are the only housebuilder of any size or type to have achieved this accolade.

To further this unrivalled commitment to Customer Service, we are now recruiting for a National Head of After Care. This exciting and critical position will play an instrumental role in the continuous improvement of the Customer Service experience for our customers to ensure McCarthy & Stone remains a 5-star builder and becomes a leader in Customer Service within our industry.

The key responsibilities and accountabilities of the National Head of After Care will include:

Leadership of the Divisional After Care Teams
Take overall and end to end ownership of our Defects Management processes and operating model
Accountable for the outcomes associated to Defects, SLAs and performance measurements
Delivery of high levels of customer service to homeowners
Drive a culture of client centricity through developing team values and in developing ‘voice of the customer’ feedback
Manage the scheduling of internal and external trade operatives and assignment of appropriate skills to meet the job requirements
Maintain and develop the skills and capabilities of internal Trade Operatives to meet the demands of our customer
Maintain the external Trade Operative supplier lists a regional supply of preferred suppliers for new jobs
Control of costs related to defects and the resolution approach to jobs
Ownership of response to customer complaints

Person Specification:

Education and Qualifications

Educated to Degree level, or equivalent

Knowledge and Experience

Demonstrable background of success in delivering excellent customer service as part of a centre of excellence
Proven ability to develop, collect and monitor appropriate KPIs to drive change and improvements in customer service
An understanding of construction and service provision

Skills and Competencies

High computer literacy, specifically in PowerPoint and Excel (intermediate and above)
Strong communication skills and the confidence to positively challenge; seeking the opportunity to drive improvements within the function
Commercial background desirable

Personal attributes

Thrives under pressure
Resilient
Strong communicator

Company Values - PRIDE - Passion / Responsibility / Innovation / Determination / Excellence

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