Customer Care Manager

Customer Care Manager

As Customer Care Manager, you will be responsible for leading the customer care team and collaborating with key stakeholders to support a streamlined and efficient approach to Customer Care and Aftercare operations across Cairn.

This role will involve working with both customer care and aftercare teams, to ensure that customer queries are managed in an effective and cohesive way with the aftercare team and are reported accurately to the business. This role is responsible for driving the right solution for the business needs while delivering operational excellence and reporting.

The Customer Care Manager will report into the Head of Customer and Aftercare, with direct line management responsibilities for the Customer Care Team Lead*.*

Key responsibilities

• Lead, manage and develop the Customer Care team to deliver an engaging, relevant, and effective experience through the customer lifecycle.
• Liaise with the Aftercare Manager to appropriately prioritise issues, ensuring an effective and smart approach to resolving cases.
• Ensure alignment between Customer Care / Aftercare and Quality teams, on recurrent issues and subcontractor performance.
• Act as liaison/ ensure communication is consistent between Site and adjoining neighbours, scheduling and attend meetings, condition surveys, managing comms
• Develop key stakeholder relationships to drive collaboration and partnership and ensure the customer journey is embedded into our operating model.
• Support with distributing comms to all customers, OMCs, Community Reps and Adjoining neighbours
• Engage with Corporate Affairs and Marketing team to ensure our messaging is consistent and that all comms align with our Brand guidelines.
• Identify issues that require escalation and initiate escalation process in a timely manner.
• Support the ongoing development of the customer management system and ensure it is appropriate to our scale and business.
• Assist with technology development to align to business needs.
• Assess and develop the full customer care team to ensure team are adequately resourced and structured to drive an efficient process.

Reporting

• Drive clear and consistent communication and reporting between all key functions and stakeholders, including contribution to monthly reports and upkeep of customer and aftercare dashboards.
• Proactively review and share meaningful reports, KPI’s customer insights and other intelligence to assist management in understanding bottlenecks and inconsistencies.
• Support Aftercare in the creation and ongoing maintenance of a Customer Team Operations best practice guidelines
• Identify opportunities for continuous improvement and collaborate with relevant stakeholders to implement solutions.
• Responsible for the customer satisfaction framework in terms of supporting the achievement of relevant KPI’s through adequate planning, forecasting and management.

Customer Journey

• Align the Customer journey with Cairn’s brand strategy.
• Work cross functionally to ensure a customer lens is at the forefront of all decisions.
• Initiate and drive process of service level improvement.
• Working with Cairn Homes:
• At Cairn, we believe it is essential that our employees feel valued and appreciated. We therefore offer above industry average remuneration packages with a comprehensive benefits portfolio that’s ready to support you for whatever life brings. 

Working with Cairn Homes:

At Cairn, we believe it is essential that our employees feel valued and appreciated. We therefore offer above industry average remuneration packages with a comprehensive benefits portfolio that’s ready to support you for whatever life brings.

We are delighted to offer a suite of benefits when you join Cairn which include;

• Competitive salary
• Performance related bonus
• Pension scheme with matching contributions
• Full health insurance with Irish Life health
• Annual salary review
• Continuous Professional development (CPD) programme & funding
• Paid maternity & paternity leave
• Free Cairn annual leave days
• Life assurance
• Income protection
• Employee Assistance Programme with VHI
• Tax saver - travel and bike to work
• Culture Committee
• Talent Development Programmes
• Approved Profit Sharing Scheme (APSS)

The Cairn purpose is to build sustainable communities where people can thrive.

At Cairn, it’s not what we build, it’s why we build. It’s about putting down a marker that will stand for generations to come. Creating new communities of connection and belonging for an Ireland where people can thrive. Reshaping, redefining, reinvigorating our place in the world.

Building for people, progress, and potential. Because when Cairn build, it’s Built For Good.