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- Tasks: Lead the customer service team to ensure exceptional homeowner experiences post-completion.
- Company: A leading new build residential developer in West London with a growth mindset.
- Benefits: Competitive salary, car allowance, performance bonus, and pension scheme.
- Why this job: Shape the homeowner experience and drive continuous improvement in a supportive team.
- Qualifications: Experience in customer service management within residential development and strong communication skills.
- Other info: Join a dynamic company with real career progression opportunities.
The predicted salary is between 36000 - 60000 £ per year.
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
- 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 Southall employer: CSC Recruitment Ltd
Contact Detail:
CSC Recruitment Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager in Southall
✨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. Tailor your answers to show how your experience aligns with their mission. We want to see that you’re not just looking for any job, but that you genuinely care about delivering exceptional homeowner experiences.
✨Tip Number 3
Practice your communication skills! As a Customer Service Manager, you'll need to convey information clearly and professionally. Role-play common interview scenarios with a friend to boost your confidence and refine your responses.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining our team and contributing to our customer care strategy.
We think you need these skills to ace Customer Service Manager in Southall
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 Covering Statement: Your covering statement is your chance to shine! Use it to explain why you're passionate about delivering exceptional homeowner experiences and how your background aligns with our needs. Keep it concise but impactful!
Showcase Your Communication Skills: As a Customer Service Manager, communication is key. In your application, demonstrate your ability to resolve conflicts and manage customer queries effectively. We want to see how you can keep things professional and calm under pressure.
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 don’t miss out on any important updates. Plus, we love seeing applications come through our own channels!
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 Defects Management
Brush up on your knowledge of the defects management process and warranty obligations, especially NHBC standards. Being able to discuss these topics confidently will demonstrate your expertise and readiness for the role.
✨Demonstrate Team Collaboration
Be ready to talk about your experience working with various teams, such as construction and sales. Emphasise your ability to coordinate with subcontractors and internal departments to resolve issues efficiently. This shows you can foster collaboration and drive continuous improvement.