Job Advertisement: Customer Care and Quality Manager (Ongoing Temporary Role)Location: West Croydon, London Job Type: Hybrid (Ongoing Temporary) Salary: 31ph umbrella About the Role: We are currently seeking a Customer Care and Quality Manager to join the Development division of our housing group, which is undergoing significant business and cultural changes. This role is crucial in ensuring that our customers receive the best service and experience at each touchpoint of their journey, from initial enquiry to post-move-in care.Main Responsibilities:Lead and manage the Customer Care and Quality Team, ensuring all defects are logged and appropriate policies and procedures are in place for the highest quality new home handover.Collaborate closely with the Delivery Team to manage contractors and ensure timely completion of works.Set and document handover standards, working with Delivery to ensure these standards are met.Develop and manage a strategy for Benchmark Snagging to maintain high-quality home standards.Handle customer queries and ensure communications are professional, meeting the Clarion standard.Manage escalated complaints and associated budgets for compensation or goodwill gestures.Produce performance and standards reports to maintain visibility and drive improvements in customer service.Key Skills and Experience Required:Proven experience leading a high-performing team.Strong background in customer service with a focus on delivering high satisfaction levels.Experienc