Customer Service Manager in Southall

St George, a division of Berkeley Group, is committed to creating exciting, enduring places where people love to live, work and relax. The portfolio includes transformative schemes such as London Dock, Camden Goods Yard, Wandsworth Mills, The Green Quarter, Silkstream, and Grand Union. These high-profile regeneration projects exemplify our approach to revitalising strategic brownfield sites into vibrant, mixed-use neighbourhoods, seamlessly integrating homes with retail, leisure, and cultural amenities.

The role involves:

• Championing and upholding Berkeley Group's Vision 2030 commitments across all customer interactions.
• Acting as the primary point of contact for customers from legal completion through the warranty period, ensuring a positive and professional experience.
• Managing and maintaining accurate customer records, defect logs and correspondence within C360.
• Conducting pre-completion inspections, quality checks and de-snagging, recording findings via the electronic snagging system.
• Attending handovers, demonstrating appliances and ensuring homes meet agreed quality benchmarks.
• Coordinating with Construction Managers and subcontractors to resolve defects promptly, issuing and managing defect notices and works orders.
• Monitoring defect trends, producing insight reports and contributing to Lessons Learned meetings to drive continuous quality improvement.
• Managing post-completion maintenance issues through the 2-year warranty period, keeping customers fully informed throughout.
• Overseeing matters relating to 10-year insurance-backed warranties and legacy issues where required.
• Undertaking end-of-defect inspections with Housing Association partners and managing agreed remedial works to completion.
• Monitoring communal estate areas and reporting any concerns proactively.
• Supporting and developing team members where applicable and actively contributing to team meetings and development sessions.

Experience required:

• Proven experience in quality assurance, defect management or customer care within residential development or construction.
• Strong customer-facing background with a track record of delivering exceptional service and managing complex defect investigations to resolution.
• Experience working closely with contractors and site teams, building credible and collaborative relationships while confidently challenging poor practice where required.
• Proficient in CRM systems and electronic snagging/defect management platforms.
• Detail-oriented with a rigorous approach to quality standards, compliance and Health & Safety best practice.
• Professional, well-presented and confident engaging a wide range of stakeholders, including customers, subcontractors and internal teams.
• Self-motivated, resilient and results-focused, with the flexibility to adapt in a fast-paced site environment.
• Strong team contributor with excellent communication skills and the ability to demonstrate empathy and sound judgement.

Why join us?

• 25 days annual leave, increasing with service to 33 days.
• Health and wellbeing benefits including Private Medical Insurance.
• Lifestyle benefits including access to an online discount platform.
• Berkeley Foundation volunteer day.
• Private pension plan.
• Group life assurance.
• The standard default full-time working hours in the office are 8am-5pm with core working hours 9am-4pm.