Customer Service Manager

Iris Recruitment; Postwick; On-site; GBP 40,000 - 54,000; Full time

Benefits offered by this job

Holiday purchase option

Volunteer days

Life Assurance 4x salary

Private medical insurance

Sharesave scheme

Cycle to Work scheme

Lovell EV salary sacrifice car

Employee assistance programme

Job summary

Lovell is recruiting a Customer Service Manager for the Norwich region. You will report to the Head of Customer Service and oversee defect inspections to NHBC standards, coordinating remedial work and post-occupation checks while maintaining quality and reputation.

Ideal candidates will have construction industry experience, excellent communication, and strong time management. Proficiency in Microsoft Office and knowledge of housing regulations are essential.

Qualifications

• Experience as Customer Service Manager in construction or housing sector.
• Strong written and verbal communication skills.
• Understanding of NHBC standards and housing regulations.
• Ability to manage defect inspection processes and regulatory compliance.

Responsibilities

• Manage the full 12‑month or 24‑month defect inspection process.
• Identify and record defects in line with NHBC and Buildmark requirements.
• Coordinate remedial work and post-occupation inspections.
• Collaborate with other departments to ensure quality and timeliness.

Skills

Customer service

Communication

Time management

Problem solving

Microsoft Office

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 portalCycle 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.

Closing Date: 25 November 2026

Application Outcome: 27 November 2026

First Stage Interview: 3 December 2026

Second Stage Interview: 9 December 2026

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.