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- Tasks: Lead customer service in the construction sector, ensuring top-notch support and defect management.
- Company: Join a leading UK house builder focused on luxury homes and sustainable communities.
- Benefits: Enjoy potential contract extension, career growth, and a supportive, inclusive culture.
- Why this job: Be part of a mission-driven team that values progression and exceptional design.
- Qualifications: Experience in customer service and construction, with strong knowledge of NHBC regulations required.
- Other info: Immediate start preferred; apply now to kickstart your career!
The predicted salary is between 36000 - 60000 £ per year.
Are you an experienced Customer Service Manager with a background in construction? We are seeking an individual with experience in a similar role who can commit to this role and start work immediately. This will be an initial 3 month contract which has the potential to extend.
As a major UK house builder and leading provider of desirable luxury homes across Scotland, our client is driven by a mission to create vibrant and sustainable new communities. Homes characterised by exceptional design and sector-leading build quality. Alongside leading the industry in matters of sustainability and technology, the culture within this developer is that of progression, growth and inclusion, making it the ideal home to build and nurture a career path.
As Customer Service Manager, your remit will be to work between allocated sites in the East Lothian area. Providing key technical customer service support to customers through the aftercare process. You will work between allocated developments, attending appointments to manage customers through the defect management process, ensuring 1st class customer service at all times.
Reporting to the Customer Service Operations Manager, your day to day responsibilities will include:
- Ensuring correspondence to customers and customer defects are dealt with in a cost-effective, professional and timely manner.
- Ensuring procedures and Customer Care Policies and Procedures are adhered to.
- Organising sub-contractors and materials as required.
- Visiting customers as necessary to agree scopes of work, rectify and resolve defects, monitor and act on any deviation from the agreed works and timescales.
- Project manage works and investigate construction issues that occur. Identify and highlight recurring themes to ensure repetition is avoided.
- Managing sub-contractors, ensuring that work is completed within agreed timescales and highlighting any issues and non-compliance.
- Building positive relationships with internal teams and external business partners, sourcing specialist contractors where required.
- Attend site/customers properties as and when required to identify and review defects and agree course of forward action.
- Work cohesively with other departments across the company (i.e., Construction, Sales, and Accounts) ensuring communication is optimal and the company achieves its KPIs.
- Comply with responsibilities as defined in the Group's HS&E Policy and ensure compliance throughout team.
As Customer Service Manager, you may come from an Inspections/Site Management background but pivotal to this role is the technical understanding of the housebuilding construction process and have strong knowledge of NHBC regulations. You must be confident managing customer expectations with the goal of exceeding them and working towards KPI delivery benchmarks. Being able to commence the contract within a couple of weeks of interview would be a huge bonus also!
Get in touch with Samantha to register your interest!
Customer Service Manager employer: Pettigrew Recruitment Group
Contact Detail:
Pettigrew Recruitment Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager
✨Tip Number 1
Familiarise yourself with the specific construction processes and NHBC regulations mentioned in the job description. This knowledge will not only help you during interviews but also demonstrate your commitment to understanding the role.
✨Tip Number 2
Network with professionals in the construction industry, especially those who have experience in customer service roles. Engaging with them can provide insights into the company culture and expectations, which can be invaluable during your application process.
✨Tip Number 3
Prepare to discuss specific examples from your past experiences where you successfully managed customer expectations or resolved defects. This will showcase your problem-solving skills and ability to deliver excellent customer service.
✨Tip Number 4
Be ready to demonstrate your project management skills, particularly how you've organised subcontractors and materials in previous roles. Highlighting these experiences will show that you can handle the responsibilities outlined in the job description.
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 construction industry. Emphasise any specific achievements or projects that demonstrate your ability to manage customer expectations and resolve issues effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the housebuilding process. Mention your familiarity with NHBC regulations and how your background aligns with the company's mission to create sustainable communities.
Highlight Key Skills: In your application, focus on key skills such as project management, communication, and problem-solving. Provide examples of how you've successfully managed customer relationships and resolved defects in previous roles.
Follow Up: After submitting your application, consider sending a polite follow-up email to express your continued interest in the position. This can help keep you on the radar of the hiring team and demonstrate your enthusiasm for the role.
How to prepare for a job interview at Pettigrew Recruitment Group
✨Showcase Your Technical Knowledge
Make sure to highlight your understanding of the housebuilding construction process and NHBC regulations during the interview. This will demonstrate your technical expertise, which is crucial for the Customer Service Manager role.
✨Prepare for Scenario-Based Questions
Expect questions that assess how you would handle specific customer service scenarios, especially related to defect management. Prepare examples from your past experience where you successfully resolved issues or exceeded customer expectations.
✨Emphasise Your Project Management Skills
Discuss your experience in managing projects and coordinating with subcontractors. Be ready to explain how you ensure work is completed on time and within budget, as this is a key aspect of the role.
✨Demonstrate Strong Communication Skills
Since the role involves liaising with various teams and customers, showcase your ability to communicate effectively. Provide examples of how you've built positive relationships in previous roles and how you ensure optimal communication across departments.
