Head of Customer Services

Reference: MDAV-46
Posted: December 18, 2025

I am currently working alongside a 5-star builder in the South of Wales seeking a Head of Customer Services to Lead their aftercare team.

Reporting to the Divisions Managing Director you will be responsible for leading a professional, front facing team that support customers throughout their warranty period dealing with customer concerns received by telephone or written communication, coordinating remedial works and appointing contractors to deal with any snagging or defects that arise in their homes, in a timely and professional manner.

Duties and responsibilities:

• Efficiently and effectively lead and take responsibility for Customer Care within the Division.
• Play an active role in supporting the Division to achieve its customer satisfaction targets, managing all customer-related issues through to successful resolution.
• Effectively manage the Customer Care team to ensure full implementation of the Company's Customer Care policies and procedures, dealing with issues professionally, promptly and to the complete satisfaction of customers.
• Visit customers when required and agree remedial works in line with NHBC Standards.
• Liaise and coordinate with the Construction, Technical and Sales Departments to minimise Customer Care issues.
• Monitor and control costs associated with all Customer Care works.
• Attend NHBC resolutions meetings and feedback key learning points to the business to drive continuous improvement.
• Act as the first point of contact for emergency situations reported via Safeguard.

Key experience required:

• Experience working alongside a residential developer or Contractor within Senior management and Aftercare
• People management, motivation and support skills
• Prior experience within inspections would be ideal for the developer
• Experience working alongside a 5-star builder to NHBC standards

What's on offer?

• Annual Bonus linked to company/team performance
• Contributory pension scheme

If you are interested in this position, please apply below or reach out to Max Davies at the Fawkes & Reece London Office.