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

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. Heres a summary of the key details:

• 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 allnew homesmeet 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 ofnew homeshouse types and construction processes.

• 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.

The company is committed to fostering a diverse and inclusive work environment, promoting equality, and encouraging innovation through diverse perspectives.

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.