Join Our Client's Family as a New Homes Customer Support Manager! Position Overview:
Scroll down the page to see all associated job requirements, and any responsibilities successful candidates can expect.
Title: Customer Support Manager
Salary: £38,000 - £40,000 + 10% bonus and car/car allowance
Location: North East
Working Hours: 8:30 AM - 4:45 PM, Monday - Friday
On-site: 2-3 half days in the office, the rest on-site at developments
Benefits:
Pension scheme
Car allowance or company car
25 days annual leave (+ bank holidays, 3 days reserved for Christmas)
Optional healthcare
Supportive training environment
Our client doesnt just build homes; they create vibrant communities where people and nature thrive. Theyre dedicated to delivering outstanding quality and fostering a positive working environment for their team. If youre passionate about providing a world-class customer experience and making a difference, we want to hear from you!
This job posting for a Customer Support Manager position at a company specialising in new homes offers an exciting opportunity for individuals with experience in customer service, construction, and managing post-completion tasks in the new homes industry. Heres a summary of the key details:
What You Will Do: Own the customer journey post-completion, delivering a world-class customer experience.
Maintain a recommend rating above target to ensure the business remains a 5-star builder.
Liaise with colleagues from customer services, production, and sales functions to gain knowledge of relevant developments and customers.
Utilize the pre-completion checklist to ensure all new homes meet quality standards.
Communicate with customers post-move to ensure they have no concerns and are settling into their new homes seamlessly.
Conduct fair analyses of defects reported by customers and ensure work is attended to within agreed timescales.
Liaise with subcontractors to ensure remedials are completed swiftly and to the required standard.
Provide clear written communication to customers, contractors, and colleagues, managing needs and expectations appropriately.
Act professionally at all times with the company name and charter in mind.
Provide proactive feedback to the Regional Customer Services Manager regarding defects and solutions to prevent repeat visits.
Adhere to the requirements of the New Homes Ombudsman (NHO) and deal with complaints according to established procedures.
Ensure all works comply with specific risk assessments and method statements, maintaining high levels of health and safety.
Focus on costs against budget and ensure that contra charges are documented as necessary.
Build thorough knowledge of new homes house types and construction processes.
About You: Hold a full UK driving license.
Trustworthy, honest, and able to provide excellent feedback.
Capable of handling difficult customers and situations calmly and professionally.
Sound commercial awareness and self-discipline.
Smart and professional appearance.
Confident communicator, both verbally and in writing.
Assertive and dignified.
Understanding of the New Homes Quality Code.
Experience of customer contact through various communication media.
Knowledge of residential property and competitors.
Experience with RSL liaison.
Knowledge of construction and PMA awareness is essential.
General knowledge of NHBC Technical Requirements/Guidelines is essential.
Computer literate (especially in Word & Excel) with good administrative skills.
Candidates with experience as a New Homes Technician, Joinery, or Assistant Site Managers with strong people skills are also welcome to apply.
Diversity & Inclusion: The company is committed to fostering a diverse and inclusive work environment, promoting equality, and encouraging innovation through diverse perspectives.
Next Steps: If you are passionate about customer service, construction, and new homes, this role offers an opportunity to shape a positive experience for customers and be part of a supportive, growth-oriented team.
Apply now and make a lasting impact in the new homes industry!
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