Customer Services Manager

As our Customer Service Manager, you'll lead the delivery of a first-class aftercare service for our new homes' customers, ensuring every interaction reflects our People Promises. You'll motivate and develop a high performing Customer Service team, creating a culture where quality, professionalism and accountability come naturally.

Reporting to the Head of Customer Care, you'll take ownership of the full customer journey across the region, ensuring we meet our targets for Customer Satisfaction and Customer Effort. You'll oversee daily customer operations across all channels and use industry best practice to continually improve our service. You'll handle complex or longstanding customer issues, ensuring they're resolved efficiently and in line with NHBC standards. Accurate records and defect data will be essential, helping you spot trends and drive improvements. You'll ensure post occupation remedial works are completed on time with a strong focus on first-time fix. As the escalation point for complaints, you'll manage them within agreed SLAs and lead the team to meet all KPIs and regulatory requirements.

Please note: A situational judgment test will be applicable as part of our shortlisting phase. To be eligible for an interview you must be able to clearly demonstrate in your application the following essential criteria:

• Proven line management experience, with the ability to lead, coach and develop Customer Service or Aftercare teams.
• Strong defect diagnosis skills, with confidence assessing technical issues in new homes.
• Experience managing defects and repairs within the construction or new build housing industry.
• Solid understanding of NHBC Standards, warranty obligations and post completion customer processes.
• Your approach is proactive and solutions focused, with the ability to analyse data, spot trends and drive meaningful improvements.
• You understand the importance of compliance, risk management and delivering a service that is both efficient and customer centred.
• Most importantly, you'll bring the resilience, professionalism and people-first mindset needed to ensure every customer receives the high-quality service they expect from a new homes provider.

At Places for People, we hire People, not numbers. So, if you like the sound of one of our jobs, please apply – you could be just who we're looking for. Of course, experience and track record are important, but we're more interested in hiring someone that embodies our People Promises. That's someone who does the right thing, is enthusiastic and motivated to grow, believes in community spirit, is respectful and enjoys their work. As the UK's leading social enterprise, we don't discriminate based on any protected attribute. In fact, we're dedicated to creating inclusive and thriving communities for both our customers and employees.

Benefits: We are a large, diverse, and ambitious business, which will give you all the challenge you could wish for. We know that there's always more we can do to make you smile, that's why we offer a comprehensive benefits package with each role, yours will include:

• Competitive salary, with a salary review yearly
• Pension with matched contributions up to 7%
• Excellent holiday package – 35 days annual leave with the option to buy or sell leave
• Cashback plan for healthcare costs – up to £500 saving per year
• Competitive Bonus
• Company Car/Car Allowance
• Training and development
• Extra perks including huge discounts and offers from shops, cinemas and much more.