Head of Customer Services

Fawkes and Reece; Cardiff; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading construction company in Cardiff is seeking a Head of Customer Services to lead their aftercare team. In this role, you'll manage customer relations during the warranty period, ensuring effective resolution of issues. Key responsibilities include leading the customer care team, coordinating remedial works, and collaborating with various departments to improve customer satisfaction. This position offers an annual bonus and a contributory pension scheme.

Benefits

Annual bonus linked to performance

Contributory pension scheme

Qualifications

• Experience working alongside a residential developer or Contractor.
• Skills in people management and team motivation.
• Prior inspection experience is ideal.

Responsibilities

• Lead the Customer Care team and ensure effective operation.
• Manage customer-related issues to successful resolution.
• Visit customers to agree on remedial works as needed.
• Monitor costs associated with Customer Care works.

Skills

People management

Customer relations

Communication

Job description

Reference: MDAV-877654678_1766056646
Posted: December 18, 2025

I am currently working alongside a 5-star builder in the South of Wales seeking a Head of Customer Services to Lead their aftercare team.

Reporting to the Divisions Managing Director you will be responsible for leading a professional, front facing team that support customers throughout their warranty period dealing with customer concerns received by telephone or written communication, coordinating remedial works and appointing contractors to deal with any snagging or defects that arise in their homes, in a timely and professional manner.

Duties and responsibilities:

• Efficiently and effectively lead and take responsibility for Customer Care within the Division.
• Play an active role in supporting the Division to achieve its customer satisfaction targets, managing all customer-related issues through to successful resolution.
• Effectively manage the Customer Care team to ensure full implementation of the Company's Customer Care policies and procedures, dealing with issues professionally, promptly and to the complete satisfaction of customers.
• Visit customers when required and agree remedial works in line with NHBC Standards.
• Liaise and coordinate with the Construction, Technical and Sales Departments to minimise Customer Care issues.
• Monitor and control costs associated with all Customer Care works.
• Attend NHBC resolutions meetings and feedback key learning points to the business to drive continuous improvement.
• Act as the first point of contact for emergency situations reported via Safeguard.

Key experience required:

• Experience working alongside a residential developer or Contractor within Senior management and Aftercare
• People management, motivation and support skills
• Prior experience within inspections would be ideal for the developer
• Experience working alongside a 5-star builder to NHBC standards

What's on offer?

• Annual Bonus linked to company/team performance
• Contributory pension scheme

If you are interested in this position, please apply below or reach out to Max Davies at the Fawkes & Reece London Office.