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- Tasks: Manage customer issues and defects during the NHBC warranty period, ensuring timely resolutions.
- Company: Join a leading construction firm dedicated to quality and customer satisfaction.
- Benefits: Enjoy flexible working between office and site, plus opportunities for professional growth.
- Why this job: Be the voice for homeowners, making a real impact in their post-completion experience.
- Qualifications: Experience in customer service management within construction is essential; strong communication skills are a must.
- Other info: A driving licence is required as travel between sites is part of the role.
The predicted salary is between 36000 - 60000 £ per year.
Job Overview: We are seeking a proactive and experienced Customer Service Manager to oversee the management of defects and customer issues during the 2-year NHBC warranty period. The role requires a strong understanding of construction quality standards, exceptional customer service skills, and the ability to manage issues both in the office and on active building sites. You will be the key contact for homeowners post-completion, ensuring defects are logged, investigated, and resolved efficiently, in accordance with NHBC requirements and company standards. Key Responsibilities: * Defect Management: * Act as the primary contact for homeowners reporting defects within the 2-year NHBC warranty period. * Accurately log, triage, and allocate defects to relevant internal teams or subcontractors. * Monitor and manage the lifecycle of each defect to ensure timely resolution. * Customer Service Delivery: * Maintain high levels of customer satisfaction through effective communication, empathy, and resolution of issues. * Conduct regular customer check-ins, including site visits when necessary. * Ensure all interactions are logged in the company’s CRM system. * Site & Office Coordination: * Split time between the office and construction sites to effectively oversee ongoing remedial works and ensure quality standards. * Work closely with Site Managers, Subcontractors, and Technical Teams to coordinate and verify completion of works. * Compliance & Reporting: * Ensure defect resolution complies with NHBC standards and relevant building regulations. * Prepare regular reports on defect trends, resolution timelines, and customer feedback. * Assist in preparing documentation for NHBC claims and inspections. * Process Improvement: * Identify recurring issues and provide feedback to relevant departments (e.g., Design, Construction) to improve build quality and reduce future defects. * Implement and improve customer service processes and escalation protocols. Key Requirements: * Proven experience in a customer service management role within the housebuilding or construction industry. * Strong knowledge of the NHBC 2-year warranty period, standards, and defect resolution processes. * Excellent interpersonal and communication skills. * Ability to manage conflict and resolve complaints diplomatically. * Strong organisational and time-management skills. * Proficient in using CRM systems and Microsoft Office. * Full UK driving licence and willingness to travel between sites. Desirable: * Construction or building qualification (e.g., HNC, NVQ, CIOB) * Experience working with homeowners and new build developments
Customer Service Manager employer: Invision Group
Contact Detail:
Invision Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager
✨Tip Number 1
Familiarise yourself with the NHBC warranty standards and defect resolution processes. Understanding these guidelines will not only help you in interviews but also demonstrate your commitment to the role and the company.
✨Tip Number 2
Network with professionals in the construction and customer service sectors. Attend industry events or join relevant online forums to connect with others who can provide insights or even refer you to opportunities at StudySmarter.
✨Tip Number 3
Prepare for potential interview questions by thinking about specific examples from your past experience that showcase your problem-solving skills and ability to manage customer complaints effectively.
✨Tip Number 4
Demonstrate your organisational skills by being ready to discuss how you would manage multiple defects and customer interactions simultaneously. This will show that you can handle the demands of the role efficiently.
We think you need these skills to ace Customer Service Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service management, particularly within the housebuilding or construction industry. Emphasise your understanding of NHBC standards and any specific achievements related to defect management.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your proactive approach to resolving issues. Mention specific examples from your past roles where you successfully managed customer complaints or improved service processes.
Highlight Relevant Skills: In your application, clearly outline your interpersonal and communication skills, as well as your ability to manage conflict. Provide examples of how you've used these skills to maintain high levels of customer satisfaction.
Showcase Your Organisational Abilities: Demonstrate your strong organisational and time-management skills by detailing how you have effectively managed multiple tasks or projects simultaneously in previous roles. This is crucial for balancing site visits and office responsibilities.
How to prepare for a job interview at Invision Group
✨Showcase Your Customer Service Skills
As a Customer Service Manager, your ability to communicate effectively and empathise with customers is crucial. Prepare examples of how you've successfully resolved customer issues in the past, especially in the construction or housebuilding sector.
✨Demonstrate Knowledge of NHBC Standards
Familiarise yourself with the NHBC warranty period and defect resolution processes. Be ready to discuss how you would ensure compliance with these standards and how you've applied them in previous roles.
✨Highlight Your Organisational Skills
This role requires strong organisational and time-management skills. Prepare to discuss how you prioritise tasks, manage multiple defects simultaneously, and ensure timely resolutions while maintaining high customer satisfaction.
✨Prepare for Site Coordination Questions
Since the role involves splitting time between the office and construction sites, be prepared to talk about your experience coordinating with site managers and subcontractors. Share specific instances where your coordination led to successful outcomes.
