Customer Support Manager

Location: Northampton

Hours – fulltime

Salary - £40,000 DOE

Are you a dynamic professional with a passion for delivering exceptional customer service? Join our client, a respected national homebuilder, as a Customer Support Manager . This role is pivotal in ensuring a world-class customer experience post-legal completion.

Duties

* Customer Journey Management - Serve as the primary contact for customers, managing face-to-face relationships across multiple developments and ensuring their satisfaction.
* Quality Assurance - Conduct client inspections to identify and manage necessary remedial works, ensuring ongoing quality in line with service level agreements and the New Homes Quality Code.
* Liaison and Coordination - Work closely with the Customer Services team, contractors, and other internal functions to ensure timely completion of remedial works and adherence to technical requirements.
* Provide line management and guidance to customer service technicians, fostering a high-performance team.
* Address and resolve customer issues, ensuring all work is completed within agreed timescales.
* Ensure all activities comply with health and safety standards and provide feedback to the Regional Customer Services Manager.
The Candidates

* Previous experience in a similar role within the house-building sector is beneficial.
* A technical background and understanding of identifying and managing remedial works are desirable.
* Strong communication skills, time management, and the ability to manage large caseloads are essential.
* Proficiency in Microsoft Word and Excel, along with good administrative skills, is required.
* General knowledge of NHBC Technical Requirements/Guidelines and the New Homes Quality Code would be an advantage but not essential
* Must hold a full UK driving license as you will be required to travel to sites across the Midlands and the South of England
* Ability to deal with challenging situations calmly and professionally is crucial.