Customer Service Operations Manager
Dunfermline, Dundee + Aberdeen
Up to £45,000 (DOE)
About Our Client
The organisation we're working with is a UK Wide 5 star developer and will be based in one of their Scottish regions. With a strong focus on build quality, customer satisfaction and sustainability, they continue to invest in modern construction methods and community development. The company remains a major employer with a commitment to customer care and long-term growth.
The Opportunity
The purpose of this role is to lead the Customer Care Maintenance Operatives, ensuring the delivery of outstanding customer satisfaction in line with Company Guidelines, Group Standards, and Customer Care Procedures. You'll be covering from Dunfermline, Dundee to Aberdeen.
Key Responsibilities
* Effectively lead the department team by setting clear workplace standards, monitoring performance, and providing coaching and training to ensure all team members meet company KPIs and uphold NHBC Customer Satisfaction and internal company standards.
* Assess complex defects, determine appropriate remedial strategies, and oversee all work related to formal complaints in line with Company Standards.
* Take ownership of identifying and resolving customer escalations (pre-complaint) and support the resolution of all formal complaints in accordance with company procedures.
* Attend site as required to meet with customers, site teams, and Customer Care Maintenance Operatives.
* Manage all NHBC, Premier, and LABC resolutions and claims, working closely with the Customer Care department.
* Collaborate effectively with contractors, Customer Care colleagues, and other departments (including Construction, Sales, and Accounts) to maintain strong communication and support the company in achieving its KPIs.
* Fulfil responsibilities outlined in the Group HS&E Policy and ensure full team compliance.
Experience & Skills Required
* Construction / New Homes experience required
* Trade related experience is essential
* Comfortable working with a variety of stakeholders.
* Good knowledge of Microsoft Office (Excel, PowerPoint, Word).
* Strong organisation and time-management skills.
* Positive, self-motivated and results-driven.
* Experience of managing a team
* Calm and professional under pressure.
* CSCS Card (Preferable)
Why Join?
* Excellent package, including up to 12% bonus
* Car Allowance
* Opportunities for training, growth, and career development.
* 25 days AL (plus bank holidays) + private medical
* Opportunity to work with a UK leading developer in a senior position
If this opportunity sounds of interest, reach out!
📞 07476 876698
📩 ryan.evans@foresiterecruitment.co.uk