Customer Service Manager

DallasWylde; Oxford; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

DallasWylde Recruitment are working with a trusted housebuilder seeking an experienced Customer Service Manager to oversee customer service across a large regional patch. You will manage a remote team of five mobile repair operatives, with one office day per week and extensive regional travel.

Reporting to the Customer Service Director, you will own the customer journey post-handover and manage a remote team, ensuring professional and responsive service.

Qualifications

• Experience in customer service management, ideally within housebuilding, construction or residential property.
• Proven ability to handle complex customer complaints.
• Experience coordinating a remote/mobile team is advantageous.
• Excellent communication, negotiation and problem-solving skills.
• Strong organisational skills and multitasking capability.

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.
• Travel across the region to meet customers and oversee customer service activity.
• Coordinate repairs and remedial works with operatives, contractors and site teams.
• Maintain accurate customer records and monitor outstanding cases.

Skills

Customer service management

Remote team leadership

Communication skills

Problem solving

Organisational skills

Driving licence (UK)

Travel readiness

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.

Essential Experience

• Experience in customer service management, ideally within housebuilding, construction or residential property.
• Proven experience handling complex customer complaints.
• 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.

The Person

This role would suit someone who is customer-focused, highly organised and practical, with the confidence to take ownership and find solutions.

With only one day per week in the office, this is an excellent opportunity for someone who enjoys working independently, travelling across a region, managing their own diary and delivering excellent customer outcomes.

If you enjoy problem-solving, managing people and improving the customer experience, this could be an excellent opportunity to join an established housebuilder with a substantial regional portfolio.