Quality Support & Customer Services Manager

ZipRecruiter; London; On-site; GBP 100,000 - 125,000; Full time

Job summary

A leading construction company in London is seeking a Quality Support & Customer Services Manager to oversee post-completion defect management. The role involves managing customer care across projects, ensuring effective resolution of issues, and supporting process improvements. Ideal candidates have a strong background in construction aftercare and excellent organizational skills. This is an office-based position focused on quality customer service.

Qualifications

• Experience in managing customer care in a construction environment.
• Proven ability to lead defect resolution processes.
• Skills in coordinating teams and subcontractors.

Responsibilities

• Manage post-completion customer care across all live projects.
• Lead defect tracking, resolution, and escalation.
• Coordinate subcontractor attendance to ensure timely issue resolution.
• Represent customer care and quality functions in leadership forums.
• Support continuous improvement initiatives.

Skills

Strong background in construction aftercare

Highly organized

Proactive

Confident working with internal teams

Effective communication with clients

Job description

Overview

Our client, a leading tier one main contractor, is seeking a Quality Support & Customer Services Manager to join their team, overseeing all post-completion defect management across projects during the two-year warranty period. This is an office-based role, supporting the delivery of a consistent and high-quality customer care function across the business. Reporting to the Quality & Service Excellence Director, you will manage a team of customer care coordinators and provide support to the wider quality team, ensuring that customer issues and defects are tracked, resolved, and closed out effectively. You will also contribute to improving internal processes and reporting mechanisms.

Responsibilities

• Managing post-completion customer care across all live projects within the warranty period
• Leading the defect tracking, resolution and escalation process
• Coordinating subcontractor attendance and ensuring timely close-out of all issues
• Representing the customer care and quality functions in leadership forums
• Supporting continuous improvement, reporting, and training initiatives

Requirements / Qualifications

This role would suit someone with a strong background in construction aftercare, who is highly organised, proactive, and confident working with internal teams, clients and subcontractors.

If you are interested please apply now