Job Title: Customer Service Manager
Location: West London
Company: Leading New Build Residential Developer
Are 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.
About the Role
As 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.
This 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.
Key Responsibilities
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Manage the end-to-end customer service process from legal completion through to the end of the defects period
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Oversee and respond to customer queries, ensuring timely and satisfactory resolution
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Coordinate subcontractors and suppliers to address defects and remedial works
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Conduct home demonstrations and customer handovers where required
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Monitor and report on customer satisfaction, KPIs, and performance metrics
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Ensure compliance with NHBC or equivalent warranty provider standards
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Maintain accurate records of all communications and remedial actions
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Work closely with Site Managers, Construction, Sales, and Technical teams to resolve recurring issues and drive continuous improvement
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Manage and develop a small customer care team (where applicable)
About You
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Proven experience in a Customer Service Manager or Senior Coordinator role within a new build residential developer or housebuilder
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Strong understanding of the defects management process and warranty obligations (e.g., NHBC)
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Excellent communication and conflict resolution skills
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Highly organised with strong administrative and IT skills
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Ability to manage multiple developments and prioritise effectively
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Customer-focused mindset with a calm and professional approach
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Full UK driving licence required
What We Offer
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Competitive salary
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Car allowance or company vehicle
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Performance-related bonus
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Pension scheme
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Opportunity to join a growing developer with real career progression potential
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Supportive and collaborative team culture
If 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.
Apply now with your CV and a brief covering statement outlining your relevant experience
