Manager (F/H) - Temps plein

2 weeks ago

Ontario, Canada Mattamy Homes Full time

Etobicoke , Ontario – Hybrid (3 days/week in office)
Customer Care , GTA Urban Division
Full-Time
Vice-President, Business Process & Customer Experience
When it comes to forward-thinking homebuilding and thoughtfully planned communities, Canadians think of Mattamy Homes. And that success is centred on a foundation of great people, because our team is as solid as they come. As a Customer Care Manager, you will lead our dedicated team to deliver exceptional homeowner experiences. With your passion for outstanding service, strategic mindset, and ability to inspire a high-performance team, our customer care efforts will reach new heights.
You will elevate our customer care team through your expertise in project management, people management, conflict resolution, problem-solving, and business acumen. Together, we will drive the success of our Customer Care department and create remarkable experiences for our valued homeowners.
Project Management Skills:
Supervise all project timelines to ensure consistent execution of tasks and communications.
Conduct regular meetings with the Customer Care department to review objectives, ongoing projects, and business updates.
Support CRM initiatives to ensure the tool is effectively utilized within the Customer Care department and beyond.
Act as a key player in driving various Customer Satisfaction initiatives under Divisional Management.
People Management Skills:
Provide leadership and coaching to the Customer Care team, including Specialists and Coordinators, to ensure superior customer service. This involves aiding in recruitment, selection, and performance management.
Facilitate the seamless integration of new team members, including training on company policies and processes.
Supervise the daily operations of the Customer Care team, ensuring they achieve their performance objectives.
Manage and resolve escalated homeowner issues effectively, coordinating with internal partners and handling potential litigation resolution and Better Business Bureau escalations.
Collaborate with the legal department on various legal matters.
Collaborate with the VP to uphold, modify, or develop department policies, practices, and procedures to align with organizational objectives.
Analyze and present findings from the Customer Experience, sharing insights from CX scorecards with the VP and the Customer Care team.
Ensure that new events meet quality and service standards. Assist the Director in strategic planning and reporting.
University or College degree, with emphasis on Business or Construction Management.
~ Professional mature individual with 5+ years of progressive responsibility in customer service-focused roles.
~2+ years of experience supervising a multi-membered team, utilizing Performance management and people development tools and skills.
~ Ability to multi-task in an extremely fast-paced working corporate environment.
~ Excellent interpersonal and customer service skills with a strong demonstrated track record of dealing effectively with key stakeholders, both internal and external to the organization.
~ Technology savvy, with strong skills in Microsoft Office (particularly Excel) with the aptitude to learn new systems.

Work experience in the home building industry.
If you’re the right candidate, we’ll help you learn and grow.
Every year, Mattamy helps more than 8,000 families realize their dream of home ownership. In Canada, our communities stretch across the Greater Toronto Area as well as in Ottawa, Calgary and Edmonton.
Diversity and inclusion are important to the work we do to support our homebuyers, colleagues, and communities. Mattamy Homes Canada is committed to providing accommodation for people with disabilities. Qualified applicants will be contacted directly by the Talent Acquisition team.
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