Join to apply for the Customer Service Director role at Virtual Bridges. We are a respected Cardiff‑based construction company seeking an accomplished and visionary leader to take charge of the Customer Experience and Aftercare function.
This role offers the opportunity to set new standards for excellence in service delivery and shape how customers experience the brand through their journey. The position is based in Cardiff (office‑based, not hybrid) and requires travel to customers, so a valid driving licence is essential. A car allowance is included in the package.
Role
As Director of Customer Experience, you will take overall responsibility for ensuring every customer receives the highest level of care throughout their experience. You will work closely with Ombudsman and regulatory bodies, and oversee operations with technical teams to strengthen quality, enhance communication, and support a culture of continuous improvement.
Key Responsibilities
* Develop and execute a customer experience strategy that aligns with both regulatory expectations and company goals.
* Lead, mentor, and inspire aftercare and service teams to achieve consistently outstanding results.
* Oversee resolution of issues and complaints, ensuring every issue is handled swiftly, transparently, and to a high standard.
* Serve as the senior escalation point for complex customer situations or disputes.
* Analyse trends, feedback, and KPIs to identify areas for improvement and influence business‑wide action.
* Foster strong working relationships with external partners, including warranty providers and regulatory bodies.
Background
You have proven experience managing customer service or quality operations within construction or a comparable industry, and you bring a deep understanding of compliance frameworks and customer satisfaction metrics.
You’ll Have
* A solid track record of leading customer‑focused teams.
* Excellent problem‑solving, influencing, and communication skills.
* The ability to translate data and insight into improved operational performance.
* Confidence managing cross‑departmental relationships and driving organisational change.
What’s on Offer
This is an opportunity to have a genuine impact on how customers experience every stage of home ownership. You’ll join a forward‑thinking leadership team that values integrity, innovation, and customer experience journeys.
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