Regional Customer Service Leader: NHBC 5 Standards

Gleeson

Wynyard

On-site

GBP 40,000 - 54,000

Full time

9 days ago

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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.