Customer Service Manager

DallasWylde Recruitment LTD; Birmingham; Hybrid; GBP 42,000 - 54,000; Full time

Job summary

DallasWylde Recruitment is recruiting a Customer Service Manager to oversee customer service across a large regional patch from Gloucestershire to Hertfordshire, Birmingham to Wiltshire. The role is office-based one day per week with travel across the region for customer meetings and site visits.

You will report to the Customer Service Director and lead a remote team of five mobile repair operatives, delivering a professional and responsive service to customers during the warranty stage and

Qualifications

• Experience in customer service management, ideally within housebuilding, construction or residential property.
• Experience managing or coordinating a remote/mobile team is advantageous.
• Strong communication, negotiation and problem-solving skills.
• Excellent organisation and ability to manage multiple priorities.

Responsibilities

• Manage the end-to-end customer service experience following handover.
• Act as the main point of contact for customers, providing clear and timely communication.
• Manage and resolve complex customer complaints through to resolution.
• Manage your own diary, prioritising customer visits, site visits and outstanding cases.
• Travel across the region to meet customers and oversee customer service activity.
• Manage and support a remote team of five mobile repair operatives.
• Coordinate repairs and remedial works with operatives, contractors, site teams and internal stakeholders.
• Investigate defects and ensure works are completed within agreed timescales.
• Identify recurring issues and work with construction and operational teams to establish root causes.
• Maintain accurate customer records and monitor outstanding cases through to completion.
• Support improvements to customer service processes and the overall customer experience.

Skills

Customer service management

Remote/mobile team management

Communication

Organization

Full UK driving licence

Tools

Microsoft Office

CRM systems

Job description

Location: Regional – Gloucestershire to Hertfordshire, Birmingham to Wiltshire

Working Pattern: 1 day per week in the office, remainder travelling regionally

DallasWylde Recruitment are working with a trusted and established housebuilder seeking an experienced Customer Service Manager to oversee customer service across a large regional patch.

With around 700 homes currently within warranty, plus a number of legacy sites, this is a varied role suited to someone who is confident working autonomously, managing complex customer situations and making decisions independently.

You will be office-based just one day per week, with the remainder of your time spent travelling across the region, visiting developments and customers and managing your own diary.

Reporting to the Customer Service Director, you will take ownership of the customer journey following handover and manage a remote team of five mobile repair operatives, ensuring customers receive a professional and responsive service.

Key Responsibilities

• Manage the end-to-end customer service experience following handover.
• Act as the main point of contact for customers, providing clear and timely communication.
• Manage and resolve complex customer complaints through to resolution.
• Manage your own diary, prioritising customer visits, site visits and outstanding cases.
• Travel across the region to meet customers and oversee customer service activity.
• Manage and support a remote team of five mobile repair operatives.
• Coordinate repairs and remedial works with operatives, contractors, site teams and internal stakeholders.
• Investigate defects and ensure works are completed within agreed timescales.
• Identify recurring issues and work with construction and operational teams to establish root causes.
• Maintain accurate customer records and monitor outstanding cases through to completion.
• Support improvements to customer service processes and the overall customer experience.

About You

We are looking for an experienced Customer Service Manager or Customer Service professional with strong experience handling customers, contractors and internal teams.

Ideally, you will come from a housebuilding or new homes background, although candidates from housing associations or residential property will also be considered where they have strong experience managing complex complaints and service issues.

You will be a proactive self-starter, comfortable working independently across a large geographical area and confident making decisions without constant direction.

• Experience in customer service management, ideally within housebuilding, construction or residential property.
• Experience managing or coordinating a remote/mobile team is advantageous.
• Strong communication, negotiation and problem-solving skills.
• Excellent organisation and ability to manage multiple priorities.
• Ability to remain calm and professional in challenging situations.
• Confident working with contractors, subcontractors and internal teams.
• Good IT skills, including Microsoft Office and customer management systems.
• Full UK driving licence and willingness to travel extensively.