Are you a Customer Service professional in the construction industry? Are you working in a large company and feeling held back by corporate policy and process? Want more ownership and make more impact on a business? This might be the role for you
The company
Based in Banbury, Oxfordshire, and operating throughout central England, RB Maintenance aims to deliver 1st-class Customer Service services to LJ Construction and, in turn, to the UK's largest housebuilders. Our reputation is built on accountability, quality and performance. We operate in a reactive, results-driven environment where strong leadership, clear communication and accountability are essential. We're now looking for a Customer Service Manager who can lead from the front, take ownership, and consistently deliver against KPIs.
The role
We are looking for a Customer Service Coordinator responsible for end-to-end customer care and defect resolution. You'll lead the coordination of people and systems to ensure work is completed efficiently, accurately, and in line with agreed performance targets. This is not a purely administrative role — it requires decisive leadership and a strong customer-first mindset.
You'll manage, monitor and continuously improve customer care and defect resolution processes, including:
End-to-end management of defect instructions, ensuring accurate logging, prioritisation and completion
Booking and managing customer appointments, ensuring a professional and consistent customer journey
Managing materials and operatives to maximise completion efficiency
Owning and delivering the full billing process, ensuring all works are accurately billed in line with contractual requirements and KPIs
Building strong working relationships with Customer Care Managers at the Main Contractor level
Producing HLR reports and analysing company performance to identify trends and improvement opportunities
Managing team performance and skills development
Playing an active role in the wider team culture and company social events
This opportunity is well-suited to someone who is highly proactive and wants to lead and run a Customer Service department in their own way, one that delivers the most success and efficiency. Someone who cares about their work and is driven by career development.
The package
Competitive salary (based on experience)
Bespoke training and development to upskill and support your progression
Opportunities for progression and more responsibility as the company develops
Free-lunch-Fridays
28 days holiday, including bank holidays and Christmas shutdown, which increases with length of service to a maximum of 34 days, including bank holidays and Christmas shutdown
Awesome Christmas parties
To be successful, you will…
Have proven Customer Service experience
Have trade-related experience (construction, maintenance or similar)
Be experienced in creating and managing processes
Be experienced with Microsoft Office, particularly Excel and Word
Have excellent written and verbal communication skills
Be able to manage competing priorities
Value honesty
Be cool under pressure
Be proactive and seek improvement in everything
Be highly organised
Be confident but not cocky
Be firm but fair
Act with professionalism
Apply
If you're a highly proactive and ambitious, customer-focused professional with experience in construction, apply now