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
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
Thrives under pressure Resilient Strong communicator
Company Values - PRIDE - Passion / Responsibility / Innovation / Determination / Excellence