Customer Service Manager
Department: Customer Services
Employment Type: Fixed Term - Full Time
Location: Taplow, Buckinghamshire
Reporting To: Customer Experience Director
Description
Berkeley Group builds homes and neighbourhoods across London, Birmingham and the South of England. We revive underused land, creating welcoming, sustainable and nature-rich places where communities thrive and where people of all ages and backgrounds enjoy a great quality of life.
We specialise in long-term brownfield regeneration, focusing on challenging and complex sites that are beyond the scope of conventional homebuilders. We are highly collaborative, working with councils and communities to create a shared vision and to unlock a mix of social, environmental, economic and commercial value that benefits all our stakeholders.
Our passion for quality and design underpins everything we do. All Berkeley homes are created with care, expertise and relentless attention to detail.
What you'll be doing
This role is a 2 year fixed term contract, we welcome applicants looking for long term roles.
As a Customer Service Manager, you will play a key role in delivering an excellent customer experience throughout the new homes journey, from pre‑completion through to the two‑year warranty period. Responsibilities include:
* Carry out quality inspections of completed homes, ensuring they meet company standards before handover.
* Guide customers through their new home before and at completion, explaining how features work, taking meter readings, and providing keys and homeowner information.
* Support customers after they move in, responding to queries, managing reported issues, and ensuring repairs are completed within agreed timescales.
* Build positive relationships with customers, subcontractors, Housing Associations, warranty providers, and internal teams to resolve issues efficiently and deliver a great customer experience.
* Work closely with Sales, Construction and Customer Service colleagues to provide clear, consistent communication and support continuous improvement.
* Monitor customer feedback and satisfaction survey results, identifying trends and recurring issues to help improve our homes, services and overall customer experience.
* Share feedback on recurring issues and product performance with the Customer Experience Director to support continuous improvement of our homes and services.
* Attend meetings, provide cover for colleagues when needed, and support the wider team with additional duties as required.
* Work with warranty providers (including NHBC and Premier) to support inspections and help resolve any issues identified during the 10‑year structural warranty period.
What you'll bring
* Previous experience in a customer service role is essential.
* Experience in construction or property is desirable but not essential.
* Experience working with a diverse or international customer base is an advantage.
* Basic understanding of building terminology would be beneficial.
Skills & Attributes
* Confident using IT systems and digital tools.
* Strong communication skills with the ability to build positive relationships with customers, colleagues and partners.
* Team player with a collaborative approach.
* Able to influence outcomes and support effective resolution of customer issues.
* High attention to detail and accuracy.
Why join us?
* 25 days annual leave, increasing with service to 33 days.
* Health and wellbeing benefits including Private Medical Insurance.
* Lifestyle benefits including access to an online discount platform.
* Berkeley Foundation volunteer day.
* Private pension plan.
* Group life assurance.
The standard default full‑time working hours in the office are 8am-5pm with core working hours 9am-4pm.
Internal applicants: If you’re an internal applicant, please ensure you’ve informed your line manager of your intention to apply for this position.
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