Customer Service Manager
hace 1 día
Southall
Job Title: Customer Service Manager\nLocation: West London\nCompany: Leading New Build Residential Developer\n\nAre you an experienced Customer Service professional with a passion for delivering exceptional homeowner experiences? We are an ambitious and growing new build developer based in West London, seeking a proactive and highly organised Customer Service Manager to lead our aftercare function and ensure our buyers receive a first-class service from completion onwards.\n\nAbout the Role\n\nAs Customer Service Manager, you will take ownership of the customer journey post-completion, managing all aftercare activities and ensuring that our homes – and our service – meet the highest standards. You will act as the key point of contact for homeowners, subcontractors, and internal departments to resolve defects efficiently and professionally.\n\nThis is a pivotal role within the business, reporting directly to senior management and helping to shape and improve our customer care strategy as we continue to grow across West London.\n\nKey Responsibilities\n\n * \n\n Manage the end-to-end customer service process from legal completion through to the end of the defects period\n\n * \n\n Oversee and respond to customer queries, ensuring timely and satisfactory resolution\n\n * \n\n Coordinate subcontractors and suppliers to address defects and remedial works\n\n * \n\n Conduct home demonstrations and customer handovers where required\n\n * \n\n Monitor and report on customer satisfaction, KPIs, and performance metrics\n\n * \n\n Ensure compliance with NHBC or equivalent warranty provider standards\n\n * \n\n Maintain accurate records of all communications and remedial actions\n\n * \n\n Work closely with Site Managers, Construction, Sales, and Technical teams to resolve recurring issues and drive continuous improvement\n\n * \n\n Manage and develop a small customer care team (where applicable)\n\nAbout You\n\n * \n\n Proven experience in a Customer Service Manager or Senior Coordinator role within a new build residential developer or housebuilder\n\n * \n\n Strong understanding of the defects management process and warranty obligations (e.g., NHBC)\n\n * \n\n Excellent communication and conflict resolution skills\n\n * \n\n Highly organised with strong administrative and IT skills\n\n * \n\n Ability to manage multiple developments and prioritise effectively\n\n * \n\n Customer-focused mindset with a calm and professional approach\n\n * \n\n Full UK driving licence required\n\nWhat We Offer\n\n * \n\n Competitive salary\n\n * \n\n Car allowance or company vehicle\n\n * \n\n Performance-related bonus\n\n * \n\n Pension scheme\n\n * \n\n Opportunity to join a growing developer with real career progression potential\n\n * \n\n Supportive and collaborative team culture\n\nIf you are passionate about delivering high-quality homes and outstanding customer service, and you’re ready to take the lead in shaping the homeowner experience, we would love to hear from you.\n\nApply now with your CV and a brief covering statement outlining your relevant experience