Customer Service Manager

Willmott Dixon are excited to be recruiting for 2 x Customer Service Managers within our business as we take our customer satisfaction strategy to the next level.

We are looking to enhance our approach and improve our service offering and strategy through a thorough understanding of our customer needs. This will help us to provide innovative solutions and deliver exceptional customer experience. We are keen to find people who can demonstrate that they really care about service excellence and are very open to different industry backgrounds.

These new roles sit in our Strategic Account Services Team which is a great place to work with innovative, friendly and supportive people who put the customer at the heart of everything we do. This ultimately drives our service strategies throughout the business.

Reporting to the Strategic Head of Customer Service, the successful applicants will work at a regional level and cover two or more regions across Wilmott Dixon Construction/Willmott Dixon Interiors. In terms of location we are flexible as envisage these roles being a mixture of working from home and travelling to relevant offices to attend meetings as and when required. Our regional areas include London, South East, Midlands, Wales and West and the North.

About Us

With nearly 170 years of rich history, Willmott Dixon’s purpose beyond profit is to deliver brilliant buildings, transform lives, strengthen communities, and enhance the environment so our world is fit for future generations. Ensuring that we add lasting value to the neighbourhoods we work in; our values, people, innovation, partnerships and focus on sustainability has allowed us to build a successful and trusted privately owned business where our people can thrive.

Construction is changing and we are at the forefront of that change. Pioneering new ways to build, innovating the way construction is viewed and establishing ourselves as one of the top employers in any industry. It truly is an amazing company in one of the most exciting industries with a vast array of professional career paths.

We hold two Queen’s Awards for Enterprise (for Sustainable Development and Social Mobility) and hold numerous people awards, we understand everyone has a unique potential and ability to make a difference and succeed; if you want your skills developed and talent recognised, why not join our business!

Key responsibilities and accountabilities for the role:

  • To drive the Customer Strategy through a consistent and meaningful approach across the businesses with emphasis on gathering customer insight and learning through the customer satisfaction approach.
  • Engaging with our people, partners and customers to provide impactful support.
  • Obtain reliable customer data through listening and understanding our customer needs via impartial customer satisfaction interviews.
  • Provide meaningful interpretation and analysis of customer feedback for the local teams to help solve problems for our customers, learn and respond.
  • Provide clarity of information and impactful reporting that accurately targets our focus.
  • Make recommendations to support improvement actions through the local teams, to ensure required changes are made and our customer service constantly improves
  • Holding people to account with supportive and meaningful follow- up of feedback response and action plans, be a part of what needs to change
  • Tracking successful service improvement using business tools and dashboards to report on increased customer loyalty, increased customer satisfaction and increased repeat business
  • To support upskilling and enhanced learning across the Willmott Dixon businesses and a better ‘customer first’ culture
  • To support national customer events on relevant topics
  • Essential and Desirable Criteria

    Essential Requirements:

  • Genuinely care about service excellence and continuous improvement
  • Enquiring, asks relevant questions
  • Good listener
  • Articulate
  • Empathy
  • Emotional intelligence
  • Interpretation skills
  • Analytical and reasoning
  • Builds rapport and trusted relationships
  • Tenacious, follows things up and sees them though
  • Demonstrate competency of:

  • Delivering change and initiatives, assisting in its implementation in the business
  • Working with others to successfully achieve successful outcomes
  • Having a strong desire for innovation and problem solving
  • Writing and implementing action plans 
  • Strong communication skills, written and verbal
  • Relationship and stakeholder management at senior levels across a diverse customer facing business environment
  • Excellent facilitation skills
  • Using business tools and information management systems
  • Desirable requirements:

  • Customer experience or customer service professional membership or CPD
  • Willingness to gain a vocational customer service or equivalent qualification at level 3 or 4
  • Construction industry sector experience would be beneficial but not essential
  • Account management experience would be beneficial but not essential
  • Additional Information

    We offer a competitive salary in addition to a comprehensive benefits package* including a company pension scheme, company car or car allowance, life assurance, discounted private medical cover, incentive/bonus schemes, employee trade discounts, and many more. We offer you a bright future, one where you will have the opportunity to develop your career with a fast moving, forward thinking company, who recognize and reward your achievements.

    * Benefits may vary dependent upon the role and type of employment contract.

    At Willmott Dixon we provide an inclusive and flexible working environment for people to thrive in and we are happy to support part-time, job share and agile working wherever possible. 

    We are a proud member of the Disability Confident Scheme.

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