Customer Services Manager - Wynyard, County Durham

Customer Service Manager

Wynyard, County Durham
5 Housebuilder

A leading 5 housebuilder is seeking an experienced Customer Service Manager to join their team in Wynyard, County Durham.

This is a high-impact role at the heart of the customer journey, where you will play a pivotal role in shaping the experience homeowners receive after they move in. You will lead the regional Customer Service team, drive operational excellence, and ensure every customer receives the service and support they deserve.

The Role Leadership & Team Development

• Lead, coach and inspire the regional Customer Service team, ensuring consistent delivery of 5 customer service.

• Manage and plan the Maintenance Technicians' workload to maximise first-visit resolution and customer satisfaction.

• Support colleagues across Build, Sales and Customer Service with training, guidance and customer centric best practice.

Customer Satisfaction & Experience

• Champion the customer journey across the region, influencing decisions to ensure customer expectations are met or exceeded.

• Build strong, transparent relationships with customers through timely communication and effective expectation management.

Complaint & Defect Management

• Oversee all NHQC complaints, ensuring timely administration, accurate documentation and effective resolution.

• Lead investigations into NHQC and NHBC claims, working with Legal teams to provide evidence and protect the business.

• Support live and closed development defect management, ensuring issues are resolved within warranty and NHQC timescales.

Why This Role?

This position sits at the centre of the regional Customer Service structure, offering the opportunity to:

• Shape regional customer service performance

• Influence cross functional decision making

• Play a key role in delivering NHBC 5 customer satisfaction ambitions

It also provides a clear pathway to future Customer Service leadership opportunities within the business.

About You

You'll be passionate about leading people, improving processes and delivering exceptional customer outcomes. Experience within housebuilding, construction, property or housing customer service would be highly advantageous.

Interested?

For more information or to apply, please contact:

Ben Miller
Regional Manager - Yorkshire & North

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