Customer Liaison Manager

Fawkes and Reece; Liverpool; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A reputable house builder in the UK is seeking a Customer Liaison Manager to oversee customer care on new build housing developments. You will manage inspections, liaise with customers, and ensure compliance with quality standards. The ideal candidate has strong customer care knowledge and excellent organizational skills, with the flexibility to manage their own diary. This position offers a contributory pension scheme and 25 days of leave plus bank holidays.

Benefits

Flexible working

Contributory pension scheme

25 days leave + bank holidays

Additional benefits

Qualifications

• Ability to work alone and as part of a team.
• Good time management and organisational skills.
• Ability to liaise with Customers, Contractors and internal departments.

Responsibilities

• Manage your own diary to ensure homes are inspected.
• Conduct Home Ready Inspections and Ready for Occupation Inspections.
• Liaise with customers and site teams to ensure completion of agreed defects.

Skills

Strong work ethic

Time management

Customer Care knowledge

Knowledge of NHBC standards

Job description

Reference: CLM - LP_1763571365
Posted: November 19, 2025

An ideal opportunity for a results-driven Customer Liaison Manager who has experience working on new build housing sites.

About the role of Customer Liaison Manager

The company are a reputable house builder delivering new build housing developments (private sale & registered providers), due to internal promotion they have a requirement for a Customer Liaison Manager to join their team to oversee Customer Care on new build properties.

• Manage your own diary to ensure homes are inspected in line with our robust quality checklist procedure
• Conduct Home Ready Inspections and Ready for Occupation Inspections, prioritising developments whilst also maintaining strong working relationships with all sites
• Attend the property and undertake the Home Quality Inspections
• Visit and liaise with customers and site teams to ensure completion of agreed defects
• Ensuring compliance with the New Home Quality Code
• Introduce customer‑focused innovations to improve customer satisfaction
• Be the point of contact for new customers and ensure their journey following legal completions is a reassuring and enjoyable experience
• Carry out the Home Introduction in accordance with company guidelines
• Liaise with customer care coordinator and ensure identified works are completed in accordance to timescales and expected standards
• Manage outstanding works, ensuring the customer is kept well informed throughout.
• Liaise with the Head of Customer Service to ensure customers are continually up to date with outstanding works and arising customer issues; and also feed back associated customer data for analysis
• Attend NHBC claim investigations and arrange remedial works

Requirements for Customer Liaison Manager

• Strong work ethic with the ability to work alone and as part of a team
• Good time management and organisational skills
• Customer Care knowledge
• Knowledge of NHBC, 5* standards, NHQC
• Ability to liaise with Customers, Contractors and internal departments
  

What we offer for Customer Liaison Manager

• Flexible working, managing your own diary, working between Sites, office and home
• Contributory pension scheme
• 25 day's leave + bank holidays
• Additional benefits

If you want to hear more about this Customer Liaison Manager role, please apply with an up-to-date copy of your CV or contact Maisie Wane in our Bolton office on 07887 610937.