Customer Service Manager

Gleeson; Wynyard; On-site; GBP 40,000 - 54,000; Full time

Job summary

Gleeson Homes is seeking a Customer Service Manager to lead the regional Customer Service team, drive operational excellence, and ensure every home and interaction meets NHBC and Gleeson standards. You will partner with Build, Sales, Commercial and senior stakeholders to champion the customer voice and deliver a consistently high-quality journey.

In this leadership role you will coach teams, manage workloads, oversee complaints and defects, produce KPI insights, and represent the customer in

Qualifications

• Experience leading customer service teams in a housebuilding environment.
• Excellent written and verbal communication.
• Strong stakeholder management and cross-functional collaboration.
• Knowledge of NHQC concepts and Customer First principles.
• Ability to influence and drive process improvements.

Responsibilities

• Lead, coach and develop the regional Customer Service team to deliver five-star service.
• Manage workloads for Maintenance Technicians to maximise first-visit resolution.
• SupportBuild, Sales and CS colleagues with guidance and best practice.
• Champion the customer journey and manage expectations across the region.
• Oversee NHQC/HNBC-related complaints and defect resolution processes.
• Produce KPI reports and present insights to stakeholders.
• Attend project and snagging meetings representing the customer voice.

Skills

Customer relationship mgmt

Communication skills

Stakeholder management

Problem solving

NHQC knowledge

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.

Complaint & Defect Management

• 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.

Escalation & Issue Resolution

• 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.

Continuous Improvement & Governance

• 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.
• Excellent written and verbal communication, including confident conflict management.
• 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.

Why join us

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.