Customer Liaison Manager - Complaints

JR United Kingdom; Peterborough; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading housebuilder in the East Midlands seeks a Customer Liaison Manager – Complaints for a 3–6 month contract with immediate start. You will be responsible for managing the complaints process and liaising with various teams while maintaining customer satisfaction and professionalism.

Qualifications

• Previous experience as Customer Liaison Manager in complaints, ideally in new build housing.
• NHBC knowledge and understanding of complaint timeframes and regulatory standards.
• Strong communication skills and calm under pressure.

Responsibilities

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

Skills

Communication

Empathy

Problem Solving

Time Management

Job description

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Customer Liaison Manager - Complaints, Peterborough

Client: Kitson Associates

Location: Peterborough, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Views:

3

Posted:

04.06.2025

Expiry Date:

19.07.2025

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 support during a 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
• Traveling across the East Midlands 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 understanding of complaint timeframes and regulatory standards
• Strong communication skills; 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 near the M1

To apply, please send an up-to-date CV to Becky Kitson at Kitson Associates. If you do not hear back within 3 days, your application was not shortlisted for this position.

Kitson Associates is an Equal Opportunities Employer, committed to diversity and merit-based employment decisions.