Customer Service Manager

Gleeson Homes; Wynyard; On-site; GBP 60,000 - 90,000; Full time

Job summary

Gleeson Homes is seeking a Customer Service Manager to lead the regional team and shape the customer journey across our developments. You will drive operational excellence, resolve issues efficiently, and champion the customer voice across Build, Sales and Commercial teams.

In this leadership role, you will ensure quality inspections, manage complaints and support continuous improvement initiatives, with a focus on NHBC standards and GDPR compliance.

Qualifications

• Experience leading customer service teams in housing/building environment preferred.
• Strong collaboration and stakeholder management skills.
• Knowledge of NHQC/NHBC processes and standards.
• Experience with GDPR and data handling requirements.

Responsibilities

• Lead and develop the regional Customer Service team to consistently deliver 5-star service.
• Coordinate Maintenance workload to maximise first-visit resolution and customer satisfaction.
• Provide training, guidance and best-practice support across Build, Sales and Customer Service.
• Champion the customer journey, manage expectations, and communicate promptly with customers.
• Oversee NHQC/NHBC complaints, ensuring timely documentation and effective resolution.
• Investigate NHBC/NHQC claims with Legal to support the business.
• Maintain up-to-date information in COINS, YourWatch and MyGleeson for seamless care.
• Produce KPI reports for internal and external stakeholders and represent the customer voice at meetings.

Skills

Customer relationship management

Leadership

Stakeholder management

NHBC knowledge

Data privacy (GDPR)

Tools

COINS

YourWatch

MyGleeson

Job description

Lead the delivery of a 5 customer experience

At Gleeson Homes, we’re committed to delivering high‑quality homes and an exceptional customer journey. As a Customer Service Manager, you’ll play a pivotal role in shaping that experience — leading the regional Customer Service team, driving operational excellence, and ensuring every customer receives the service and support they deserve.

This is a leadership role with real influence. You’ll work closely with Build, Sales, Commercial, and senior stakeholders to champion the customer voice, resolve issues efficiently, and continuously improve the quality of our homes and service.

What you’ll be doing

Leadership & Team Development

• Lead, coach and inspire the regional Customer Service team, ensuring consistent delivery of 5 service.
• Manage and plan the Maintenance Technician’s workload to maximise first‑visit resolution and customer satisfaction.
• Support colleagues across Build, Sales and Customer Service with training, guidance and customer‑centric best practice.

Customer Satisfaction & Experience

• Champion the customer journey across the region, influencing decisions to ensure customer expectations are met or exceeded.
• Build strong, transparent relationships with customers through timely communication and effective expectation management.
• Conduct pre‑completion quality inspections to ensure homes meet Gleeson and NHBC 5 standards.
• Oversee all NHQC complaints, ensuring timely administration, accurate documentation and effective resolution.
• Lead investigations into NHQC and NHBC claims, working with Legal to provide evidence and protect the business.
• Support live and closed development defect management, ensuring issues are resolved within warranty and NHQC timescales.

Operational Excellence

• Ensure all systems (COINS, YourWatch, MyGleeson) are accurately updated to support seamless customer care.
• Produce clear, accurate KPI reports and documentation for internal and external stakeholders.
• Attend site project meetings, build/sales meetings, and professional snagging sessions to represent the customer voice.
• Identify trends, recurring issues and opportunities to “design out” defects, feeding insights back to Technical and Commercial.
• Manage escalated complaints, including customer visits, to prevent further escalation and protect NHBC survey outcomes.
• Support RMD and Director‑level customer visits with expert advice, documentation and policy guidance.
• Assist with NHBC resolution meetings to ensure Gleeson’s position is clearly and accurately represented.
• Drive NHBC survey response rates through proactive engagement and innovative approaches.
• Ensure all customer interactions and data handling comply with GDPR and company IT security requirements.
• Uphold Health & Safety standards for all customer and site interactions.

What you’ll bring

• Strong customer relationship management skills, both online and face‑to‑face.
• Broad customer service experience, ideally within the housebuilding industry.
• Strong collaboration and stakeholder‑management skills.
• Extensive knowledge of NHQC, Customer First principles and product understanding.
• Awareness of build processes and their commercial implications.
• A proactive, solutions‑focused mindset with the ability to influence and lead.

This is a high‑impact role at the heart of the customer journey. You’ll shape regional performance, influence cross‑functional decisions, and play a key part in delivering our NHBC 5 ambitions. As Gleeson evolves its Customer Service structure, this role offers a clear pathway into future Customer Service Manager opportunities.

If you’re passionate about leading people, improving processes and delivering exceptional customer outcomes, we’d love to hear from you.