Regional Customer Experience Leader

Sustainable Building Services; United Kingdom; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Discretionary Bonus Scheme

Enhanced pension contributions

Employer paid Healthcare Cash Plan

Enhanced Maternity Pay

Employee Assistance Programme

Support for CPD

Job summary

Sustainable Building Services is recruiting four Regional Customer Care Managers to lead the regional customer care function and the CLO team across England. The role focuses on leadership, process improvement and ensuring a clear, empathetic customer experience on projects and live sites.

We seek applicants with at least two years in customer care in construction, strong coaching ability, and a track record of using feedback to drive improvements.

Qualifications

• Two years’ experience in customer care, customer experience, resident engagement or service delivery, within the construction industry.
• Experience leading, coaching or coordinating colleagues and influencing operational teams.
• Confidence managing performance and addressing underperformance when needed.
• Experience working alongside project or operational teams and balancing customer needs with delivery requirements.
• Strong experience using customer feedback, complaints and service data to improve performance.
• Good digital confidence, including CRM/customer records, workflow, reporting and Microsoft 365.
• Strong communication, organisation and problem-solving skills.
• A sound understanding of complaints, confidentiality, data protection, equality, accessibility, vulnerability and safeguarding.
• Resilience to stay calm, fair and evidence-led when dealing with challenging situations.
• Ability to build strong relationships and influence colleagues, clients and senior stakeholders.
• Experience in domestic retrofit, housing, construction, repairs and maintenance, utilities or other services delivered in occupied homes would be highly desirable.
• A relevant customer service, management, housing, community engagement or similar qualification is desirable but equivalent experience will be considered.

Responsibilities

• Lead and develop the regional CLO team, setting expectations, managing performance, supporting recruitment and training, and building a culture of accountability, empathy and continuous improvement.
• Provide visible leadership across projects and live sites, working closely with project, operational, technical and SHEQ teams.
• Ensure every project has a robust customer-care approach covering engagement, appointments, surveys, installation, handover, aftercare and complaints.
• Oversee complex or high-risk customer issues and ensure effective service recovery.
• Monitor complaints, missed appointments, access issues and recurring customer concerns, identifying opportunities to improve how SBS operates.
• Ensure customer needs, vulnerabilities, accessibility requirements and reasonable adjustments are recognised and appropriately managed.
• Work with the other Regional Customer Care Managers to establish and maintain one consistent SBS standard for customer care.
• Use customer feedback, data and quality findings to drive practical, measurable improvements.
• Support the development and adoption of CRM, workflow, reporting and other digital customer-care systems.
• Work with Marketing to ensure customer information is clear, accessible, inclusive and easy to understand.
• Own regional customer-care performance reporting, using both data and customer insight.
• Support social value delivery, community engagement and accurate reporting across the region.

Skills

Leadership

Coaching

CRM systems

Customer experience

Stakeholder management

Data-driven improvements

Microsoft 365

Travel willingness

Project coordination

Education

Customer service/management qualification

Equivalent experience considered

Tools

CRM software

MS Excel

Data reporting tools

Job description

Sustainable Building Services is recruiting four Regional Customer Care Managers to lead the regional customer care function and the CLO team across England. The role focuses on leadership, process improvement and ensuring a clear, empathetic customer experience on projects and live sites.

We seek applicants with at least two years in customer care in construction, strong coaching ability, and a track record of using feedback to drive improvements.