Head of Customer Care

Ardmore have been at the forefront in delivering hundreds of major projects across London. We have established a major reputation for delivery of large-scale phased regeneration schemes. Some of our iconic projects include the Corinthia Hotel, Churchills Old War Office and the Greenwich Peninsula.We build homes, offices, hotels, schools, medical centres, parks, playgrounds – every facility our great city needs. And we do it with passion. With sensitivity. With style!As the Head of Customer Care, you will lead the charge in enhancing our client relationships and ensuring our customers' satisfaction remains at the heart of our operations.This is a key role where you will present compelling cases for internal improvements, refine Customer Care processes, and lead transformative initiatives to boost efficiency and productivity for the division and ultimately the Ardmore Group and its customers.You Will:Be the Voice of Our Customers: Champion our clients' needs across the business, ensuring their expectations align with our goals, and showcase the vital role of the Customer Care team to internal stakeholders.Set and Achieve High Standards: Establish and exceed priorities, standards, and KPIs, and strategically focus on retrieving retention monies, forecasting delays, and planning accordinglyCollaborate with Leadership: Engage with the Directorate to address problem areas, implement effective changes, and manage budgets, advocating for additional resources to enhance performance.Recruit and Develop Top Talent: Ensure recruitment aligns with our values, lead and develop your team, promote upskilling, and maintain a culture of excellence.Build Strong Relationships: Foster solution-focused relationships with stakeholders, uphold Health & Safety policies, and ensure safe working environments.Safety and Handover: Prioritize health and safety, support sustainability initiatives, and oversee thorough project handovers, addressing client concerns before leaving the site.We’re Looking For: Demonstrable experience in a similar role in the construction, property, or housing sector.Significant experience within the defects/aftercare environment with a main contractor.Experience managing and coordinating internal/external trades or sub contractors in defects and snags.Experience implementing strategic goals and driving improvement initiatives.Demonstrable experience managing a team.NVQ Level 7 or BSc in Construction Management or a related field.Strong knowledge of Building Regulations, including Part B.Excellent organizational skills with strong attention to detail.Effective communication skills, both written and verbal.Example of Company Benefits (Dependent on role level)Private Medical CoverGenerous holiday allowance, starting with 25 + bank holidays and going up to 30 days + Bank holidays (dependant on length of service), Day off on your birthday also included!Competitive pension scheme to help you for when you retireLife Assurance (Paying 4* your salary)Relevant professional membership fees paid and continued support with your professional growth and Learning.Generous Staff referral scheme, paying up to £3,500The opportunity to save up to 25% on your bike via the Cycle to work schemeDiscounts on 100's of retailers and GymsFurther Information About the RoleKindly be aware that this advertisement for our job vacancy may not encompass all assigned duties, responsibilities, or aspects of the role described. It is subject to potential amendments at the sole discretion of Ardmore.For a full role profile, please contact us directly at [email protected] OpportunitiesArdmore are an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender, reassignment, religion or belief, marital status, or pregnancy or maternity.Reasonable adjustments We would like you to perform at your best at every stage of our recruitment process. Please contact us using [email protected] if you require any reasonable adjustments to complete your application.Candidate Privacy NoticeAs part of our recruitment process for all roles including employees, consultants and subcontractors, we collect and process personal data relating to job candidates and potential candidates. We explain how we use personal information in the Candidate privacy notice. To view our Candidate privacy notice please visit the Ardmore Group website > Working for us > privacy notice.