Customer Service Manager

Crest Nicholson Operations LTD; Horsham; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading developer in the UK is looking for a Customer Services Manager to manage customer interactions during the warranty period. This role involves leading a small team, conducting inspections, and ensuring high levels of customer service. Applicants should have a construction/customer service qualification and strong communication skills.

Benefits

Company Bonus Scheme

Private healthcare and cash plan options

25 days' annual leave

Cycle to work scheme

Share save scheme

Qualifications

• At least 3 years’ experience in a customer-focused environment.
• Understanding of NHBC Warranties and Standards.

Responsibilities

• Manage a small team handling customers during the warranty period.
• Conduct Customer Service Inspections and liaise with Site Managers.
• Oversee sub-contractors to ensure warranty obligations are met.

Skills

Excellent communication skills

Customer service

Knowledge of the Construction Process

Education

Construction/Customer Service Qualification

Job description

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

We are currently recruiting for a Customer Services Manager to join our Eastern team based in Brentwood, Essex.

The Customer Services Manager will be responsible for a small team managing customers throughout the warranty period, maintaining a customer-focused approach, and delivering high levels of customer service at all times.

Key Responsibilities:

1. Undertake a Customer Service Inspection for each completed Open Market plot, complete the log book, and notify Site Manager and Sales Advisors of the inspection result.
2. Liaise with Site Managers, sign Final Completion Certificate, and re-attend for a final clear-down Inspection if works are required.
3. Perform a Sales CSI every 3 months to stock and showhome units and organize any remedial work on behalf of Sales and Marketing.
4. Attend the end of Defects Inspection for Housing Association Contracts to confirm final warranty obligations and arrange works arising from the Inspection.
5. Conduct face-to-face meetings with customers as requested, noting faults and actions required with customer approval.
6. The Customer Service Manager handles direct communication with customers regarding remedial work assessments.
7. Report to the Customer Service Executive on remedial work levels, prepare maintenance service reports, and monitor expenditure against the budget.
8. Manage and oversee sub-contractors to ensure warranty obligations are met.
9. Provide guidance and support to Technicians regarding remedial tasks.
10. Order or supply information to facilitate the procurement of materials needed for remedial work.
11. Manage all open tasks to a satisfactory and timely resolution, keeping the customer informed.
12. Represent Crest Nicholson at NHBC Buildmark Investigation Visits and report findings.
13. Identify costs to be recovered from trades and implement contra charges when responsibility is clear.
14. Ensure compliance with Group Health and Safety Policies, including Risk Assessments from Contractors.

Desired Qualifications/Attributes:

• Construction/Customer Service Qualification
• Knowledge of the Construction Process
• Understanding of NHBC Warranties and Standards
• At least 3 years’ experience in a customer-focused environment
• Excellent communication skills, both face-to-face and via telephone and email

The Company

Crest Nicholson is a leading developer of quality homes and sustainable communities, creating great places for our customers to live with a holistic approach to design and placemaking.

Benefits include:

• Company Bonus Scheme
• Private healthcare and cash plan options
• 25 days' annual leave
• Cycle to work scheme
• Share save scheme

We are committed to an inclusive, flexible, and progressive workplace culture that encourages openness, creativity, and professional growth. We consider flexible working requests for all roles.

We will ask you to provide personal information to process your application, in accordance with our recruitment privacy notice available on our website.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

Welcome

Our growth creates great opportunities! We are expanding our team and want to hire talented individuals. Explore our current openings, apply to those that suit you, and stay updated on new postings. Thank you for your interest in joining us!