Customer Service Manager

Lovell Partnerships Ltd; Norwich; On-site; GBP 35,000 - 52,000; Full time

Benefits offered by this job

Holiday (additional)

Volunteering days

Life Assurance 4x salary

Private medical insurance including Vt

Sharesave scheme

Discount portal access

Cycle to Work scheme

EV salary sacrifice car scheme

Employee assistance programme

Job summary

Lovell Partnerships Ltd in Norwich is hiring a Customer Service Manager for a permanent, full-time role (37.5 hours per week). The role reports to the Head of Customer Service and requires you to identify and log defects per NHBC standards, coordinate remedial work, and perform post-occupation inspections to safeguard quality and Lovell's reputation.

You will manage the full 12- or 24-month defect inspection process, ensuring timely issue resolution and professional representation of Lovell at

Qualifications

• Strong customer focus and proven experience in a similar role within the construction industry.
• Excellent written and verbal communication skills; ability to manage time effectively and pay attention to detail.
• Proficiency in Microsoft Office and regulatory standards (NHBC) is essential.

Responsibilities

• Identify and record defects in line with NHBC standards and Buildmark warranty requirements.
• Coordinate remedial work and complete post-occupation inspections.
• Manage the 12-month or 24-month defect inspection process and represent Lovell at inspections.
• Collaborate with other departments to ensure compliance and quality in new home construction.

Skills

Customer focus

Problem solving

Time management

Attention to detail

Microsoft Office proficiency

Strong communication

Tools

Microsoft Office

Job description

Permanent – Full Time - 37.5 hours a week, Monday-Thursday 8:30am – 5pm (1hr lunch), Friday 8:30am – 4:30pm (30 min lunch)

We are currently looking to recruit a Customer Service Manager to join our team within Lovell’s Norwich region.

Reporting to the Head of Customer Service, you’ll ensure all defects are identified and accurately recorded in line with NHBC standards and Buildmark warranty requirements, coordinating any necessary remedial work and complete post‑occupation inspections. With good technical/construction knowledge and experience as well as an understanding of regulatory processes, you will always ensure compliance.

You’ll manage and deliver the full 12‑month or 24‑month defect inspection process, including the timely resolution of issues, and professional representation of Lovell at inspections, safeguarding both quality and reputation.

Organised and communicative, you will feel at ease collaborating with other departments and demonstrate strong knowledge of new home construction processes.

We’d like our Customer Service Manager to have a strong customer focus and proven experience in a similar role within the construction industry. With exceptional written and verbal communication skills, you'll have excellent time management and a keen eye for detail and be prepared to “roll up your sleeves” and help out within the team when needed. You'll be highly motivated, with strong problem‑solving abilities and proficiency in Microsoft Office. A good understanding of NHBC standards and other relevant housing and quality regulations is essential, while previous operational experience would be desirable.

• Ability to purchase additional holiday
• 2 volunteering days per year
• Life Assurance at 4x your annual salary
• Private medical insurance including Virtual GP
• Sharesave scheme
• Access to discount portal
• Cycle to Work scheme
• Lovell Way to EV salary sacrifice car scheme
• Employee assistance programme

As an Investors in People Gold award employer, Lovell is the UK’s leading provider of mixed tenure affordable homes and has a reputation for innovation and excellence in the delivery of high‑quality housing development and regeneration projects.

We are committed to enhancing the communities in which we work, building quality homes for real people and looking after our own people; developing talent is key to achieving this. We understand that the success of our organisation comes from the strengths, skills and personalities of our people. Lovell is an equal opportunities employer who encourages and value diversity and inclusion within our teams.

The Lovell culture is one that has been successful for many years. It is based on empowering colleagues to make decisions at a regional and local level, and to challenge the status quo whilst working as one to achieve our goals and make Lovell a great place to work for all.