Customer Service Manager - New Build Housing

Approach Personnel Ltd; Birmingham; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading name in the construction sector is seeking a Customer Service Manager in Birmingham. You will manage post-occupation client relationships, lead defect inspections, and oversee quality standards. The ideal candidate has a strong background in new home construction, excellent communication skills, and experience in defect management. This role comes with a competitive salary and benefits package.

Benefits

Competitive salary and benefits package

Opportunity to drive quality and service standards

Qualifications

• Experience with NHBC standards and Buildmark warranty requirements.
• Proven ability to manage client expectations professionally.
• Skilled in overseeing remedial works and quality assurance.

Responsibilities

• Lead defect inspections and manage scheduling and reporting.
• Act as the main point of contact for clients.
• Oversee remedial works to ensure high-quality standards.

Skills

Knowledge of new home construction processes

Defect management

Client relationship building

Inspection and assessment skills

Communication and IT skills

Tools

CRM systems

MS Office

Job description

Overview

Are you an experienced Customer Service Manager with a background in construction or housing? Our client, a leading name in the partnerships housing sector, is looking for a dedicated professional to join their team and take ownership of post-occupation client relationships. This is an exciting opportunity to act as the key link between a respected housing developer and housing provider clients, ensuring the smooth management of defect inspections, client communication, and quality standards.

The Role

As Customer Service Manager, you will:

• Lead the 12- and 24-month defect inspection process, ensuring timely scheduling, accurate reporting, and professional delivery.
• Act as the main point of contact for housing provider clients, managing relationships with professionalism and diplomacy.
• Oversee remedial works, ensuring issues are resolved to the highest quality standards and within agreed timescales.
• Represent the company at inspections and meetings, safeguarding their reputation for excellence.
• Support the customer service team, providing guidance, technical expertise, and fostering collaborative working across departments.

What We're Looking For

• Strong knowledge of new home construction processes and common defects.
• Experience with NHBC standards, Buildmark warranty requirements, and defect management.
• Proven ability to build and maintain business-to-business client relationships.
• Skilled in inspection, assessment, and problem-solving.
• Excellent communication and IT skills (CRM systems, MS Office).
• A professional, client-focused approach with the ability to manage expectations.

Why Apply?

• Join a leading name in the construction and housing partnerships sector.
• Play a vital role in ensuring customer satisfaction and long-term client partnerships.
• Competitive salary and benefits package.
• Opportunity to make a genuine impact by driving quality and service standards.

Apply today to take the next step in your career and become a trusted Customer Service Manager with a company that values professionalism, quality, and strong client relationships.

This vacancy is being advertised on behalf of Approach Personnel Ltd that is operating as an employment business. We recruit temporary to permanent labour surrounding the UK. If this job isn't suited to your specifications, please try us on (phone number removed) to leave your details, we will then contact you when a job arises which best suits your skills