A unique opportunity for a dynamic and passionate Customer Service Manager to join our regional team and take the lead in delivering outstanding service across multiple housing schemes. As a key part of the regional team, you will manage the Customer Service function for around 500 plots across several schemes, overseeing a team of coordinators, operatives, subcontractors, and suppliers. Your focus will be on exceeding customer expectations, ensuring top-notch quality standards, and driving the delivery of exceptional customer satisfaction across the region.
Role Overview:
In this role, you will be responsible for everything related to customer service within the region. From managing daily defects, EOD inspections, and maintaining the quality stands. You’ll play a pivotal role in the customer journey. You’ll ensure the successful delivery of our service promises, working collaboratively with the wider regional team.
Key Responsibilities:
* Oversee and manage daily defects, EODs, latent defects, and stock plot maintenance to ensure all work is completed within agreed timeframes.
* Provide expert technical support to the customer service team, ensuring smooth operations and quick resolutions to any issues.
* Manage the EOD process to secure timely retention releases and ensure quality standards are met.
* Write detailed communication to clients and customers, closing off defects and providing clear responses when needed.
* Ensure RAMS are provided and approved for all activities.
* Maintain Health & Safety standards and ensure operatives are trained and equipped with up-to-date certifications.
* Conduct routine site visits and inspections to monitor quality of workmanship and ensure first-time fixes are maximised.
* Perform regular audits on operatives' vans and presentation to maintain the company’s professional image.
* Complete the “Ready to Move Into” inspections (RTMI), signing off homes in line with quality standards.
* Foster strong relationships with customers, ensuring communication is clear, professional, and prompt.
* Collaborate with Sales & Production teams to ensure the smooth delivery of the customer journey, minimising risk escalations.
* Act as the main point of contact for the customer service team, offering support to ensure excellent service delivery across the region.
* Ensure EOD inspections are done promptly to allow retention recovery and track cost-effective solutions.
* Follow the Contra Charge process to recover costs where evidence supports it.
People Management:
* Lead, motivate, and manage a team of in-house operatives, coordinators, and subcontractors, ensuring quality work is consistently delivered.
* Conduct performance reviews, provide training, and help develop team members to drive efficiency and quality standards.
* Regularly liaise with the supply chain to ensure that all subcontracted work aligns with standards.
Skills, Experience & Attributes:
* Proven experience in Customer Services or site management, with a solid understanding of customer needs and the ability to deliver outstanding service.
* Technical knowledge of the housebuilding industry, particularly in defect investigation and resolution.
* Strong financial acumen, able to manage costs and deliver effective results.
* Leadership Skills:
* Exceptional people management abilities, with experience in leading and motivating a diverse team.
* Strong organisational and time management skills with the ability to prioritise effectively.
* Outstanding communication skills (both verbal and written), with a professional approach to customer and client relations.
* Technical Skills:
* Ability to solve problems efficiently and implement effective solutions.
* Knowledge of Health & Safety standards and the ability to enforce compliance across the team