Are you ready to lead the way in exceptional customer service? We are looking 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 20 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 standards that are synonymous with a 5-star housebuilder, you’ll play a pivotal role in the customer journey. You’ll ensure the successful delivery of our service promises, work collaboratively with the wider regional team, and make certain that Hill Group’s high standards are met at every touchpoint. Key Responsibilities: Service Delivery: 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. Quality & Compliance: 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 Hill’s professional image. Complete the “Ready to Move Into” inspections (RTMI), signing off homes in line with Hill’s quality standards. Customer Excellence: 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. Financial Management: Ensure EOD inspections are done promptly to allow retention recovery and track cost-effective solutions. Challenge costs and obtain estimates and quotes to ensure maximum recovery. 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 Hill Group’s standards. Success Measures: Deliver and exceed Customer Service KPIs, ensuring consistent customer satisfaction. Conduct RTMI inspections, sign off homes to Hill quality standards, and attend end-of-defects inspections with clients. Drive collaboration across departments, ensuring the customer journey remains smooth and seamless. Lead and inspire your team to consistently raise the bar on quality and efficiency. Resolve defects promptly and professionally, with all communications handled to the highest standard. Ensure compliance with all Health & Safety regulations at all times. Skills, Experience & Attributes: Experience: 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. Why Join Us? At Hill we don’t just build homes; we build relationships. As a Customer Service Manager, you’ll have the opportunity to make a real impact, ensuring every customer receives a 5-star experience. Join us, and you’ll be part of a collaborative team that values quality, professionalism, and exceptional service. If you have the passion, experience, and leadership skills we need, we want to hear from you We are proud to be a Disability Confident employer, and Hill is committed to being an equal opportunities employer, fostering an inclusive workplace where everyone is valued and supported to achieve their potential. If you require any additional support during the application or interview process, or if you would like the job description in an alternative format, please contact our Talent Team. Apply now and take the next step towards your future CustomerService PeopleFirst CustomerCare ConstructionCareers WeAreHiring TeamHill