Customer Service Manager

Job Description

Reporting to the Head of Customer Service, the Customer Service Manager will be responsible for managing the end to end customer experience following handover of their new home. The role involves regular travel across the region, meeting customers in their homes and working closely with internal teams and external contractors.

Key responsibilities include, but are not limited to:

• Acting as the main point of contact for customers, ensuring clear, timely and professional communication throughout the customer journey
• Managing reported defects, ensuring issues are investigated, resolved and closed within agreed timescales
• Lead, coach and develop the Customer Service Coordinators and Maintenance Team, promoting a culture of accountability and continuous improvement
• Proactively engaging with customers at an early stage to understand concerns and reach satisfactory outcomes as quickly as possible
• Identifying root causes of defects and working cross functionally to reduce repeat issues and improve build quality
• Liaising with site teams, subcontractors and internal stakeholders to coordinate remedial works
• Maintaining accurate records on internal systems and databases
• Representing the business professionally at all times, with a strong focus on customer satisfaction and brand reputation
• Conduct regular performance reviews, training and mentoring
• Reduce repeat defects through root cause analysis
• Monitor subcontractor performance, costs and service levels

About You

Knowledge, Skills & Experience Essential

• Previous experience managing the customer experience, ideally within the housebuilding or construction sector
• Strong interpersonal skills, with the ability to adapt communication style to suit different customers and situations
• Excellent negotiation, written, verbal and listening skills
• A systematic and organised approach to managing workload and customer cases
• A professional, confident manner with a genuine passion for delivering excellent customer service
• Full UK driving licence and willingness to travel regularly across the region
• Experience of using database or customer management systems
• Competence in Microsoft Office packages, including Word, Excel and Outlook, as well as web based systems
• Experience working cross functionally to resolve complex issues and improve processes

We recognise that a diverse team makes us a stronger and more successful company. We value different ideas and perspectives as it helps improve our decision-making, products and services. And we’re striving to create an inclusive work environment, in which everyone can feel comfortable as themselves, uniquely contribute and do their best work.