A unique opportunity for a dynamic and passionate Customer Service Manager to join our regional team and take the lead in delivering outstanding service across multiple housing schemes. As a key part of the regional team, you will manage the Customer Service function for around 500 plots across several schemes, overseeing a team of coordinators, operatives, subcontractors, and suppliers. Your focus will be on exceeding customer expectations, ensuring top-notch quality standards, and driving the delivery of exceptional customer satisfaction across the region. Role Overview: In this role, you will be responsible for everything related to customer service within the region. From managing daily defects, EOD inspections, and maintaining the quality stands. You’ll play a pivotal role in the customer journey. You’ll ensure the successful delivery of our service promises, working collaboratively with the wider regional team. Key Responsibilities: * Oversee and manage daily defects, EODs, latent defects, and stock plot maintenance to ensure all work is completed within agreed timeframes. * Provide expert technical support to the customer service team, ensuring smooth operations and quick resolutions to any issues. * Manage the EOD process to secure timely retention releases and ensure quality standards are met. * Write detailed communication to clients and customers, closing off defects and providing clear responses when needed. * Ensure RAMS are provided and approved for all activities. * Maintain Health & Safety standards and ensure operatives are trained and equipped with up-to-date certifications. * Conduct routine site visits and inspections to monitor quality of workmanship and ensure first-time fixes are maximised. * Perform regular audits on operatives' vans and presentation to maintain the company’s professional image. * Complete the “Ready to Move Into” inspections (RTMI), signing off homes in line with quality standards. * Foster strong relationships with customers, ensuring communication is clear, professional, and prompt. * Collaborate with Sales & Production teams to ensure the smooth delivery of the customer journey, minimising risk escalations. * Act as the main point of contact for the customer service team, offering support to ensure excellent service delivery across the region. * Ensure EOD inspections are done promptly to allow retention recovery and track cost-effective solutions. * Follow the Contra Charge process to recover costs where evidence supports it. People Management: * Lead, motivate, and manage a team of in-house operatives, coordinators, and subcontractors, ensuring quality work is consistently delivered. * Conduct performance reviews, provide training, and help develop team members to drive efficiency and quality standards. * Regularly liaise with the supply chain to ensure that all subcontracted work aligns with standards. Skills, Experience & Attributes: * Proven experience in Customer Services or site management, with a solid understanding of customer needs and the ability to deliver outstanding service. * Technical knowledge of the housebuilding industry, particularly in defect investigation and resolution. * Strong financial acumen, able to manage costs and deliver effective results. * Leadership Skills: * Exceptional people management abilities, with experience in leading and motivating a diverse team. * Strong organisational and time management skills with the ability to prioritise effectively. * Outstanding communication skills (both verbal and written), with a professional approach to customer and client relations. * Technical Skills: * Ability to solve problems efficiently and implement effective solutions. * Knowledge of Health & Safety standards and the ability to enforce compliance across the team