Customer Services Manager in Richmond Hill

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.

More about you

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. So, what are you waiting for? Join a community that cares about you!

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.

What’s next?

If you meet the criteria and are ready to make the next step in your career then click apply. You will be redirected to our careers site where you can discover more about the role, read a full job description and apply directly to us.

As part of our commitment to diversity and inclusion, we offer a guaranteed interview to candidates who are disabled, neurodiverse, or have served in the Armed Forces, provided they meet the essential criteria for the role. If you would like to be considered under this scheme, please indicate this in your application. We are dedicated to creating a supportive and accessible recruitment process for all.

We are committed to creating an inclusive and accessible recruitment process. If you require any reasonable adjustments to support your application or interview experience, please let us know. We're happy to work with you to ensure you have the opportunity to perform at your best.

If you are a Places for People customer and you're looking for support with your application, please contact our skills and employment team. We understand the importance of a supportive and inclusive work culture so please talk to us at interview about flexibility you may need. We can't promise to give you exactly what you want, but we promise not to judge you for asking. For this role we are open to discussing the possibility of reduced hours, flexible start and finish times or compressed hours.

Safeguarding

At Places for People, safeguarding is everyone's responsibility. We are committed to creating safe communities for our customers and colleagues by protecting children, young people, and adults at risk from harm, abuse, and neglect. We follow robust safeguarding policies and procedures, ensuring all employees, volunteers, and contractors uphold the highest standards of safeguarding and accountability. Our recruitment process includes pre-employment checks, including Disclosure and Barring Service (DBS) checks where applicable, to promote a safe and secure working environment. By joining Places for People, you are expected to contribute to our safeguarding culture, following our policies and reporting concerns to protect those in our communities.