Join Our Client's Family as a New Homes Customer Support Manager!

Position Overview:

• 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 doesn’t just build homes; they create vibrant communities where people and nature thrive. They’re dedicated to delivering outstanding quality and fostering a positive working environment for their team. If you’re 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. Here’s 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!