Customer Liaison Manager - Complaints

JR United Kingdom; Cambridge; On-site; GBP 30,000 - 45,000; Full time

Job summary

A respected housebuilder in the East Midlands is seeking a Customer Liaison Manager for a 3-6 month contract. The role involves managing the complaints process, collaborating with contractors, and ensuring customer satisfaction through effective communication. Ideal candidates will have experience in new builds and NHBC knowledge.

Qualifications

• Experience in new build housing.
• Understanding of complaint timeframes and regulatory standards.

Responsibilities

• Owning the complaints process from start to finish.
• Liaising closely with contractors and technical teams.
• Regularly travelling across the East Midlands to visit customers.

Skills

Strong communication skills

Ability to manage complaints

Empathy

Confidence under pressure

Flexibility to travel

Education

Previous experience in Customer Liaison Manager role

NHBC knowledge

Job description

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Client:

Kitson Associates

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Job Category:

Other

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EU work permit required:

Yes

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Job Views:

3

Posted:

04.06.2025

Expiry Date:

19.07.2025

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Job Description:

Nottingham (with travel across Nottingham, Derby, Chesterfield (Off M1)

3–6 Month Contract - Immediate Start

We’re working with a respected housebuilder in the East Midlands who are looking for a confident and experienced Customer Liaison Manager – Complaints to step in and support during a particularly busy period.

? What you’ll be doing:

• Owning the complaints process from start to finish
• Liaising closely with contractors and technical teams to understand what can and can’t be actioned
• Keeping customers informed and managing expectations with professionalism and empathy
• Regularly travelling across the East Midlands patch to visit customers and review complaints in person
• Previous experience in a Customer Liaison Manager (Complaints) role – ideally in new build housing
• NHBC knowledge and a good understanding of complaint timeframes and regulatory standards
• Strong communication skills – you're calm under pressure and confident pushing back when necessary
• Ability to juggle multiple priorities and keep things moving forward without constant supervision
• Flexibility to travel across key East Midlands locations – most sites are conveniently located off the M1

For more information, please apply with an up to date CV to Becky Kitson at Kitson Associates. If you do not hear back within 3days, unfortunately, your application was not shortlisted for this particular position on this occasion.

Kitson Associates is an Equal Opportunities Employer. The company is committed to equal employment opportunities regardless of age, sexual orientation, gender, pregnancy, religion, nationality, ethnic origin, disability, medical history, skin colour, marital status, genetic information or parental status. We base all our employment decisions on merit, job requirements and business needs.