Regional Customer Care Manager
Sustainable Building Services · Tile Hill, England ·
Regional Customer Care Manager Location: We are recruiting across a number of regions throughout England Salary: Competitive, DOE + Company Car / Car Allowance Contract: Full time, Permanent
Benefits
Discretionary Bonus Scheme, Enhanced pension contributions, Employer paid Healthcare Cash Plan, Enhanced Maternity Pay, Employee Assistance Programme and support for CPD! Make a real difference to the customer experience At Sustainable Building Services, we deliver domestic retrofit and energy-efficiency programmes in occupied homes across the UK.
Our work can transform homes and improve energy efficiency, but how we communicate and support customers throughout that journey matters just as much. We’re looking for four experienced Regional Customer Care Managers to lead our regional customer care function and Customer Liaison Officer team in the below regions: North West East Midlands & West Yorkshire Midlands South This is a leadership and service-improvement role, rather than a frontline customer-service position.
You’ll set high standards, develop people, improve processes and make sure customers receive a clear, respectful, empathetic and transparent experience, while working closely with operational teams to minimise avoidable disruption.
What you’ll be responsible for You’ll lead and develop the regional CLO team, setting expectations, managing performance, supporting recruitment and training, and building a culture of accountability, empathy and continuous improvement.
You’ll also: Provide visible leadership across projects and live sites, working closely with project, operational, technical and SHEQ teams. Ensure every project has a robust customer-care approach covering engagement, appointments, surveys, installation, handover, aftercare and complaints.
Oversee complex or high-risk customer issues and ensure effective service recovery. Monitor complaints, missed appointments, access issues and recurring customer concerns, identifying opportunities to improve how SBS operates.
Ensure customer needs, vulnerabilities, accessibility requirements and reasonable adjustments are recognised and appropriately managed. Work with the other Regional Customer Care Managers to establish and maintain one consistent SBS standard for customer care.
Use customer feedback, data and quality findings to drive practical, measurable improvements. ...