Customer Service Manager
$150,000–$200,000 year
On-siteColeshill, England, United Kingdom of Great Britain and Northern Ireland
Job Summary
Manage the Customer Service Coordination team and technicians to ensure consistent service delivery for partnerships and open market sales customers. Monitor team performance, allocate workloads, and review open cases and SLA breaches with coordinators. Oversee Step 1 complaints and escalations, including social media notifications, while liaising with departments to meet service level agreements. Distribute subcontractor reports, address non-performance issues, and review job quotes and invoice payments with the Customer Service Director. Ensure Health & Safety processes are followed and report common issues to the Commercial team. Complete pre-survey reviews and attend escalated complaints to achieve HBF targets.
Required Qualifications
- Extensive experience in a similar role within the housebuilding industry
- Complex customer complaint resolution
- Working with multiple teams within established processes and procedures
- Accurate and consistent approach in maintaining records
- Delivering customer service excellence and best practice within a fast paced and challenging environment
- Good working knowledge of Excel, Microsoft Word, and Outlook
- Highly developed analytical, oral, and written communication skills
- Able to engage and build positive working relationships with our supply chain, partners, and stakeholders to manage customer journey
- Proactive approach, with attention to detail and the ability to work independently and make key decisions
- Ability to build and maintain positive customer relationships
- Excellent time management, planning and prioritisation skills
- Full Driving license with a willingness to travel
- Practical knowledge of NHBC, LABC & Premier Guarantee guidelines
Desired Qualifications
- Behave in line with our company values – Integrity, Caring and Quality
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