Customer Service Manager

TSR Recruitment Limited; Osmotherley; On-site; GBP 55,000 - 70,000; Full time

Job summary

TSR Recruitment Limited is seeking an experienced Customer Service Manager for a prominent housebuilder in the UK. You will lead the regional customer care operation, directing a team of customer service professionals and maintenance technicians to deliver a professional, responsive and high-quality service after completion.

You will manage complaints, defects and post-completion issues, work closely with construction teams to improve build quality, and ensure compliance with health and safety

Qualifications

• Proven experience in a customer service or customer care management role within a housebuilder or residential construction business.
• Experience managing customer complaints, defects and post-completion issues.
• Strong leadership skills, with the ability to motivate and develop a team.
• Excellent communication, organisational and problem-solving skills.
• A good understanding of the housebuilding industry and customer care standards.
• A proactive, commercially aware approach, with a strong focus on customer satisfaction and continuous improvement.

Responsibilities

• Leading, motivating and developing the regional customer service team and maintenance technicians.
• Managing customer complaints, escalations and aftercare issues through to satisfactory resolution.
• Overseeing defects, remedial works and maintenance activities, ensuring these are completed efficiently and to the required standard.
• Working closely with construction teams, site managers and subcontractors to resolve issues and improve build quality.
• Ensuring compliance with relevant industry standards, customer care regulations and company procedures.
• Monitoring customer satisfaction, service performance and KPIs, identifying opportunities for continuous improvement.
• Supporting pre-completion inspections and the customer handover process.
• Maintaining accurate records and ensuring customer service activities comply with health and safety and data protection requirements.

Skills

Leadership

Communication

Problem solving

Housebuilding knowledge

Customer service management

Continuous improvement

Job description

Customer Service Manager - Housebuilder

I'm currently working on an exciting opportunity for an established housebuilder looking to appoint an experienced Customer Service Manager to lead their regional customer care function.

This is an excellent opportunity for someone with a background in housebuilding who is passionate about delivering an outstanding customer experience, resolving issues effectively and maintaining high standards throughout the customer journey.

The Role

As Customer Service Manager, you will take responsibility for the regional customer care operation, leading a team to ensure customers receive a professional, responsive and high-quality service following the purchase of their new home.

Key responsibilities will include:

• Leading, motivating and developing the regional customer service team and maintenance technicians.
• Managing customer complaints, escalations and aftercare issues through to satisfactory resolution.
• Overseeing defects, remedial works and maintenance activities, ensuring these are completed efficiently and to the required standard.
• Working closely with construction teams, site managers and subcontractors to resolve issues and improve build quality.
• Ensuring compliance with relevant industry standards, customer care regulations and company procedures.
• Monitoring customer satisfaction, service performance and KPIs, identifying opportunities for continuous improvement.
• Supporting pre-completion inspections and the customer handover process.
• Maintaining accurate records and ensuring customer service activities comply with health and safety and data protection requirements.

About You

The successful candidate will ideally have:

• Proven experience in a customer service or customer care management role within a housebuilder or residential construction business.
• Experience managing customer complaints, defects and post-completion issues.
• Strong leadership skills, with the ability to motivate and develop a team.
• Excellent communication, organisational and problem-solving skills.
• A good understanding of the housebuilding industry and customer care standards.
• A proactive, commercially aware approach, with a strong focus on customer satisfaction and continuous improvement.

TSR are an Equal Opportunities employer. All applications will be dealt with in the strictest confidence.

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