At a Glance
- Tasks: Lead the customer service team to ensure exceptional homeowner experiences post-completion.
- Company: A leading new build residential developer based in Milton Keynes.
- Benefits: Competitive salary, car allowance, performance bonus, and pension scheme.
- Other info: Join a supportive team culture with real career progression opportunities.
- Why this job: Shape the homeowner experience and drive continuous improvement in a growing company.
- Qualifications: Experience in customer service management within residential development and strong communication skills.
Location: Milton Keynes
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 Milton Keynes, 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
- Manage the end-to-end customer service process from legal completion through to the end of the defects period
- Oversee and respond to customer queries, ensuring timely and satisfactory resolution
- Coordinate subcontractors and suppliers to address defects and remedial works
- Conduct home demonstrations and customer handovers where required
- Monitor and report on customer satisfaction, KPIs, and performance metrics
- Ensure compliance with NHBC or equivalent warranty provider standards
- Maintain accurate records of all communications and remedial actions
- Work closely with Site Managers, Construction, Sales, and Technical teams to resolve recurring issues and drive continuous improvement
- Manage and develop a small customer care team (where applicable)
About You
- Proven experience in a Customer Service Manager or Senior Coordinator role within a new build residential developer or housebuilder
- Strong understanding of the defects management process and warranty obligations (e.g., NHBC)
- Excellent communication and conflict resolution skills
- Highly organised with strong administrative and IT skills
- Ability to manage multiple developments and prioritise effectively
- Customer-focused mindset with a calm and professional approach
- Full UK driving licence required
What We Offer
- Competitive salary
- Car allowance or company vehicle
- Performance-related bonus
- Pension scheme
- Opportunity to join a growing developer with real career progression potential
- 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.
Customer Service Manager in Newport Pagnell employer: CSC Recruitment Ltd
As a leading new build residential developer based in Milton Keynes, we pride ourselves on fostering a supportive and collaborative team culture that prioritises exceptional homeowner experiences. Our commitment to employee growth is evident through competitive salaries, performance-related bonuses, and opportunities for career progression within a rapidly expanding company. Join us to make a meaningful impact in the housing sector while enjoying the benefits of a dynamic work environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager in Newport Pagnell
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend local events, and join relevant online groups. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Understand their customer service approach and think of examples from your experience that align with their goals. This will show them you're not just another candidate, but someone who truly gets what they’re about.
✨Tip Number 3
Practice your pitch! Be ready to explain how your skills and experiences make you the perfect fit for the Customer Service Manager role. Keep it concise and focus on how you can enhance the homeowner experience – that’s what they want to hear!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team and contributing to our mission of delivering exceptional service.
We think you need these skills to ace Customer Service Manager in Newport Pagnell
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Customer Service Manager role. Highlight your experience in managing customer service processes, especially in the new build residential sector, to show us you’re the right fit.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about delivering exceptional homeowner experiences and how your background aligns with our needs. Keep it concise but impactful!
Showcase Your Achievements:Don’t just list your responsibilities; share specific achievements that demonstrate your ability to improve customer satisfaction or resolve issues effectively. Numbers and examples can really make your application stand out to us.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team!
How to prepare for a job interview at CSC Recruitment Ltd
✨Know Your Customer Journey
Familiarise yourself with the entire customer journey post-completion. Understand the key touchpoints and how to manage them effectively. This will show your potential employer that you’re ready to take ownership of the customer experience right from the start.
✨Showcase Your Conflict Resolution Skills
Prepare examples of how you've successfully resolved customer issues in the past. Highlight your communication skills and ability to remain calm under pressure. This is crucial for a role that involves managing customer queries and defects.
✨Understand the Defects Management Process
Brush up on your knowledge of the defects management process and warranty obligations, such as NHBC standards. Being able to discuss these topics confidently will demonstrate your expertise and readiness for the role.
✨Emphasise Team Collaboration
Be ready to talk about your experience working with various teams, like construction and sales. Highlight how you’ve collaborated to resolve issues and improve customer service. This shows that you can work well in a team-oriented environment, which is vital for this position.
