About the Role
We are looking for an experienced Customer Service Manager to lead the delivery of exceptional customer service across a regional portfolio of residential developments.
You will be responsible for managing customer service operations from handover through the warranty period, ensuring high standards of quality, safety, and customer satisfaction. This is a hands-on leadership role, overseeing coordinators, operatives, subcontractors, and suppliers while working closely with internal teams such as Sales, Production, and Commercial.
Key Responsibilities
Customer Service Delivery
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Lead and manage all regional customer service activity across occupied homes
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Ensure daily defects, end-of-defects (EOD), latent defects, and sales works are managed and resolved within agreed timescales
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Act as the senior escalation point for customers and clients, ensuring professional and timely resolution
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Deliver consistently high customer satisfaction results and meet or exceed customer service KPIs
Quality & Compliance
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Carry out final “ready to move into” inspections and sign-off of completed homes
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Maintain excellent workmanship standards and maximise first-time fixes
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Conduct regular site visits to monitor quality of works by operatives and subcontractors
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Ensure customers’ homes and personal belongings are protected and respected at all times
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Maintain professional presentation, reporting standards, and corporate image
Health, Safety & Compliance
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Ensure all activities are undertaken safely with approved risk assessments and method statements
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Maintain plant, equipment, and certification in line with statutory requirements
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Ensure operatives’ health and safety training is current and appropriate
Financial Control
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Ensure EOD inspections are completed promptly and works closed out within retention timescales
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Maximise productivity of in-house operatives through effective scheduling
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Obtain and challenge supplier quotes and costs
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Manage contra-charges and cost recovery where applicable
People Management
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Directly manage customer service operatives and coordinators
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Carry out performance reviews, quality audits, and training
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Manage and coordinate the supply chain to deliver efficient, high-quality outcomes
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Foster a collaborative, high-performing team culture
What We’re Looking For
Experience & Knowledge
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Proven experience in customer service management, residential construction, or site management
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Strong technical knowledge of housebuilding and defect resolution
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Experience leading multi-disciplinary teams and managing subcontractors
Skills & Attributes
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Excellent communication skills, both written and verbal
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Strong organisational and time-management skills
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Commercial awareness and financial acumen
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A proactive problem-solver with a customer-focused mindset
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Confident leader who drives standards, quality, and accountability
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Solid understanding of health and safety requirements