Customer Service Director

Brook Street NMR; Cardiff; On-site; GBP 100,000 - 125,000; Full time

Job summary

A respected Cardiff based construction company is seeking a Director of Customer Experience to lead and transform their customer service operations. This role involves developing comprehensive customer experience strategies, mentoring teams, and ensuring compliance with regulatory standards. The ideal candidate will have proven experience in customer service management within the construction industry and possess strong analytical and communication skills. This opportunity offers a chance to make a substantial impact on customer satisfaction and service excellence.

Benefits

Car / Car Allowance

Qualifications

• Proven experience managing customer service or quality operations in construction or a similar industry.
• Deep understanding of compliance frameworks and customer satisfaction metrics.
• Confidence managing cross-departmental relationships and driving organizational change.

Responsibilities

• Develop and execute a customer experience strategy that aligns with regulatory expectations.
• Lead and inspire aftercare and service teams to achieve outstanding results.
• Oversee resolution of issues ensuring they are handled to a high standard.
• Serve as the senior escalation point for complex customer disputes.
• Analyse trends and KPIs to identify areas for improvement.

Skills

Customer service management

Leadership and mentoring

Problem-solving skills

Excellent communication

Analytical skills

Job description

We're looking for an accomplished and visionary leader to take charge of the Customer Experience and Aftercare function at a respected Cardiff based construction company. This role offers the opportunity to set new standards for excellence in service delivery and shape how customers experience the brand through their journey.

This role is Cardiff based (office based - not hybrid) but does include travel to customers, so a driving licence is essential. Car / Car Allowance is included within the package.

The Role

As Director of Customer Experience, you'll take overall responsibility for ensuring that every customer receives the highest level of care throughout their experience. You'll work closely with Ombudsman and Regulatory bodies, so experience of working within a regulated environment would be advantageous.

Your influence will reach beyond customer service alone as you'll work closely with operational and technical teams to strengthen quality, enhance communication, and support a culture of continuous improvement.

Key Responsibilities

• Develop and execute a customer experience strategy that aligns with both regulatory expectations and company goals.
• Lead, mentor, and inspire aftercare and service teams to achieve consistently outstanding results.
• Oversee resolution of issues and complaints, ensuring every issue is handled swiftly, transparently, and to a high standard.
• Serve as the senior escalation point for complex customer situations or disputes.
• Analyse trends, feedback, and KPIs to identify areas for improvement and influence business‑wide action.
• Foster strong working relationships with external partners, including warranty providers and regulatory bodies.

Your Background

You're a seasoned professional whose leadership style combines empathy with accountability. You have proven experience managing customer service or quality operations within construction or a comparable industry, and you bring a deep understanding of compliance frameworks and customer satisfaction metrics.

• A solid track record of leading customer‑focused teams.
• Excellent problem‑solving, influencing, and communication skills.
• The ability to translate data and insight into improved operational performance.
• Confidence managing cross‑departmental relationships and driving organisational change.

What's on Offer

This is an opportunity to have a genuine impact on how customers experience every stage of home ownership. You'll join a forward‑thinking leadership team that values integrity, innovation, and customer experience journeys.

Brook Street NMR

Brook Street NMR is acting as an Employment Agency in relation to this vacancy.