About

More about your role As our Customer Service Manager, you'll lead the delivery of a first-class aftercare service for our new homes' customers, ensuring every interaction reflects our People Promises. You'll motivate and develop a high performing Customer Service team, creating a culture where quality, professionalism and accountability come naturally. Reporting to the Head of Customer Care, you'll take ownership of the full customer journey across the region, ensuring we meet our targets for Customer Satisfaction and Customer Effort. You'll oversee daily customer operations across all channels and use industry best practice to continually improve our service. You'll handle complex or longstanding customer issues, ensuring they're resolved efficiently and in line with NHBC standards. Accurate records and defect data will be essential, helping you spot trends and drive improvements. You'll ensure post occupation remedial works are completed on time with a strong focus on first-time fix. As the escalation point for complaints, you'll manage them within agreed SLAs and lead the team to meet all KPIs and regulatory requirements. More about you Please note: A situational judgment test will be applicable as part of our shortlisting phase. To be eligible for an interview you must be able to clearly demonstrate in your application the following essential criteria: Proven line management experience, with the ability to lead, coach and develop Customer Service or Aftercare teams. Strong defect diagnosis skills, with confidence assessing technical issues in new homes. Experience managing defects and repairs within the construction or new build housing industry. Solid understanding of NHBC Standards, warranty obligations and post c