Customer Service Manager

Fawkes and Reece; Kingston upon Thames; On-site; GBP 52,000 - 55,000; Full time

Job summary

Fawkes and Reece, a small independent housing developer serving London and surrounding areas, requires an experienced Customer Service Manager to lead an on-site team of coordinators and operatives. You will be responsible for directing customer inquiries, managing defects, and coordinating handovers with customers during home demos.

The role demands prior customer-facing experience, longevity in employment, and a proactive approach to maintaining strong relationships with site teams to ensure

Qualifications

• Experience in a customer-facing role with longevity in employment.
• Proven track record leading on-site teams and coordinating with site operatives.
• Ability to manage defects, handovers, and customer complaints effectively.

Responsibilities

• Lead an on-site team of customer care coordinators and operatives.
• Ensure all customer service queries are directed to the relevant person or dealt with.
• Deal with escalated complaints and monitor defects.

Skills

Customer service management

On-site leadership

Defects handling

Communication skills

Job description

Location: Kingston upon Thames
Salary: £52K- £55K per Year
Contract: Permanent
Type: Full Time

Reference: ZG/1610_1789983059
Posted: September 21, 2026

My client are a small independent Housing Developer specialising in building luxury property in London & the surrounding areas.

I am currently looking for an experienced Customer Service Manager to join a team of coordinators, operatives & reporting to the Head of Customer Service. You will need experience dealing with defects, completions, you will need to have worked in a customer facing role previously & your CV will need to demonstrate longevity & a stable employment profile

As a Customer Service Manager you will be required to:

• Lead an on site team of customer care coordinators & operatives
• Ensuring all customer service queries are directed to the relevant person or dealt with
• Deal with escalated complaints
• Monitor defects & update the system
• Track customer issues and closing them off once dealt with
• Deal with handovers with customers & performing home demonstrations
• Promoting a good working relationship with site teams