Job Title: Customer Service Manager
Location: Northampton
Working Pattern: Monday–Friday, with 1 day working from home
About Us
We are a growing new-build property developer committed to delivering high-quality homes and outstanding customer experiences. As our developments expand, we are seeking an experienced Customer Service Manager to lead our Customer Care function and ensure a seamless homeowner journey.
The Role
As Customer Service Manager, you will be responsible for leading the Customer Care team, ensuring all customer interactions are handled professionally, efficiently, and to the highest standards. You will oversee the end-to-end defect management process, act as a key escalation point, and work collaboratively with internal departments to deliver an exceptional aftercare service.
Key Responsibilities
* Lead, manage and develop the Customer Care office team, ensuring clear direction, strong communication, and ongoing support through training and workload organisation
* Ensure full compliance with all SHE (Safety, Health & Environmental) policies and procedures, always prioritising the safety of teams and customers
* Oversee all customer queries, defects, and complaints, ensuring they are resolved promptly and to a high standard of customer satisfaction
* Act as the primary escalation point for Customer Care Coordinators and Administrators, supporting complex queries and customer concerns
* Maintain consistent telephone cover and service levels throughout the working day
* Coordinate closely with Construction, Commercial, Technical, and Sales teams to ensure efficient resolution of Customer Care issues
* Manage the defect process from inspection through to completion, working closely with the Customer Care Operations Manager
* Ensure site teams, operatives, and subcontractors meet agreed service level agreements (SLAs) for all remedial works
* Monitor that all works are completed in line with Company standards and NHBC guidelines
* Ensure all customer interactions, defects, and complaints are accurately recorded and managed through internal IT systems
* Produce and deliver management information and reports to monitor key performance indicators
* Hold regular team meetings, addressing issues proactively and maintaining clear action logs
* Oversee cost control for remedial works, including effective use of contra-charging where appropriate
* Conduct annual and interim performance reviews (PDRs) for team members
* Promote and uphold company values, policies, and procedures at all times
About You
* Proven experience in a Customer Service or Customer Care Management role, ideally within new-build housing or property
* Strong leadership and people management skills with the ability to motivate and develop a team
* Excellent organisational, communication, and problem-solving abilities
* Customer-focused with a proactive and solutions-driven approach
* Experience managing defects and working with NHBC or similar standards is highly desirable
* Comfortable working cross-functionally with multiple internal departments
What We Offer
* Competitive salary and benefits package
* Monday to Friday working pattern (no weekends)
* 1 day per week working from home
* Opportunity to join a growing and dynamic developer
* Clear career progression opportunities