Customer Liaison Manager - Complaints

JR United Kingdom; Luton; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading housebuilder in the East Midlands seeks a Customer Liaison Manager - Complaints for a 3-6 month contract with an immediate start. This role involves managing the complaints process, working closely with technical teams, and providing outstanding customer service across the region. Ideal candidates will have previous experience in complaints management, particularly in new build housing, and possess strong communication skills.

Qualifications

• Previous experience in Customer Liaison Manager (Complaints) role.
• NHBC knowledge and understanding of complaint timeframes.
• Experience in new build housing is ideal.

Responsibilities

• Owning the complaints process from start to finish.
• Liaising with contractors and technical teams.
• Visiting customers and reviewing complaints in person.

Skills

Strong communication skills

Calm under pressure

Ability to juggle multiple priorities

Job description

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Client:

Kitson Associates

Location:

luton, bedfordshire, United Kingdom

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.