Customer Service Director

Virtual Bridges; Cardiff; On-site; GBP 60,000 - 80,000; Full time

Job summary

A respected Cardiff based construction company seeks a Director of Customer Experience. This pivotal role focuses on enhancing customer satisfaction throughout their journey. The ideal candidate will have experience in managing customer service operations, particularly in construction. Responsibilities include developing customer experience strategies, leading service teams, resolving complaints, and building relationships with regulatory bodies. This position offers a chance to impact how customers perceive every stage of home ownership.

Benefits

Car/Car Allowance

Qualifications

• Proven experience managing customer service or quality operations within construction or a comparable industry.
• Strong understanding of compliance frameworks and customer satisfaction metrics.

Responsibilities

• Develop and execute a customer experience strategy aligning with regulatory expectations.
• Lead and inspire aftercare and service teams.
• Oversee resolution of issues and ensure high standards.
• Serve as senior escalation point for complex disputes.
• Analyse feedback and KPIs for continuous improvement.
• Foster relationships with external partners.

Skills

Leadership

Problem-solving

Communication

Customer-focused

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.

You'll Have

• 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.