At a Glance
- Tasks: Lead a team to enhance customer care and improve service delivery in sustainable building projects.
- Company: Join Sustainable Building Services, a leader in energy efficiency and domestic retrofit.
- Benefits: Enjoy competitive salary, company car, bonuses, healthcare, and support for professional development.
- Other info: Flexible working with opportunities for travel and career growth in a supportive environment.
- Why this job: Make a real impact on customer experiences while driving positive change in the community.
- Qualifications: Two years in customer care, leadership skills, and experience in construction or service delivery.
The predicted salary is between 29700 - 36300 £ per year.
Location: We are recruiting across a number of regions throughout England
Salary: Competitive, DOE + Company Car / Car Allowance
Contract: Full time, Permanent
Benefits: Discretionary Bonus Scheme, Enhanced pension contributions, Employer paid Healthcare Cash Plan, Enhanced Maternity Pay, Employee Assistance Programme and support for CPD!
Make a real difference to the customer experience. At Sustainable Building Services, we deliver domestic retrofit and energy-efficiency programmes in occupied homes across the UK. Our work can transform homes and improve energy efficiency, but how we communicate and support customers throughout that journey matters just as much.
We’re looking for four experienced Regional Customer Care Managers to lead our regional customer care function and Customer Liaison Officer team in the below regions:
- North West
- East Midlands & West Yorkshire
- Midlands
- South
This is a leadership and service-improvement role, rather than a frontline customer-service position. You’ll set high standards, develop people, improve processes and make sure customers receive a clear, respectful, empathetic and transparent experience, while working closely with operational teams to minimise avoidable disruption.
What you’ll be responsible for:
- Lead and develop the regional CLO team, setting expectations, managing performance, supporting recruitment and training, and building a culture of accountability, empathy and continuous improvement.
- Provide visible leadership across projects and live sites, working closely with project, operational, technical and SHEQ teams.
- Ensure every project has a robust customer-care approach covering engagement, appointments, surveys, installation, handover, aftercare and complaints.
- Oversee complex or high-risk customer issues and ensure effective service recovery.
- Monitor complaints, missed appointments, access issues and recurring customer concerns, identifying opportunities to improve how SBS operates.
- Ensure customer needs, vulnerabilities, accessibility requirements and reasonable adjustments are recognised and appropriately managed.
- Work with the other Regional Customer Care Managers to establish and maintain one consistent SBS standard for customer care.
- Use customer feedback, data and quality findings to drive practical, measurable improvements.
- Support the development and adoption of CRM, workflow, reporting and other digital customer-care systems.
- Work with Marketing to ensure customer information is clear, accessible, inclusive and easy to understand.
- Own regional customer-care performance reporting, using both data and customer insight.
- Support social value delivery, community engagement and accurate reporting across the region.
What we’re looking for:
- At least two years’ experience in customer care, customer experience, resident/customer engagement or service delivery, within the construction industry.
- Experience leading, coaching or coordinating colleagues and influencing operational teams.
- Confidence managing performance and addressing underperformance when needed.
- Experience working alongside project or operational teams and balancing customer needs with delivery requirements.
- Strong experience using customer feedback, complaints and service data to improve performance.
- Good digital confidence, including CRM/customer records, workflow, reporting and Microsoft 365.
- Strong communication, organisation and problem-solving skills.
- A sound understanding of complaints, confidentiality, data protection, equality, accessibility, vulnerability and safeguarding.
- The resilience to stay calm, fair and evidence-led when dealing with challenging situations.
- The ability to build strong relationships and influence colleagues, clients and senior stakeholders.
- Experience in domestic retrofit, housing, construction, repairs and maintenance, utilities or other services delivered in occupied homes would be highly desirable.
- A relevant customer service, management, housing, community engagement or similar qualification is desirable but equivalent experience will be considered.
The person we’re looking for:
- Customer-focused.
- Accountable.
- Consistent.
- Collaborative.
- Respectful and empathetic.
- Improvement-focused.
- Commercially aware.
You’ll understand how customer experience connects with operational delivery, access, quality, programme performance, client confidence and reputation, and you’ll have the confidence to challenge constructively when something could be done better.
Location & flexibility:
The role is based from an SBS regional office or on a hybrid basis, with regular attendance at projects and live sites across the region. The role is 39.5 hours per week, with flexibility to meet operational requirements, and involves regular regional travel and occasional overnight stays. A full UK driving licence is required.
Join SBS:
If you’re passionate about putting customers at the heart of delivery, developing people and turning insight into meaningful improvements, we’d love to hear from you. Bring your leadership, customer focus and improvement mindset to SBS and help us deliver a better experience for every customer, every home and every project.
Our Commitment to You:
We are proud to be an equal opportunities employer. We believe in hiring the right person for the job and ensuring a workplace where all individuals are treated fairly and with respect regardless of gender, age, race, family status, sexual orientation, disability, or religious belief.
Ready to make a difference one home at a time? Apply now and help us lead the way in sustainable building and energy efficiency!
Regional Customer Care Manager in Nottingham employer: Sustainable Building Services Ltd Careers
At Sustainable Building Services, we pride ourselves on being an exceptional employer that values leadership, collaboration, and continuous improvement. Our commitment to employee growth is reflected in our comprehensive benefits package, including a discretionary bonus scheme, enhanced pension contributions, and support for professional development. With a strong focus on customer experience and a culture of respect and empathy, we empower our Regional Customer Care Managers to make a meaningful impact in their communities while enjoying a flexible work environment across various regions in England.
Contact Details:
Sustainable Building Services Ltd Careers Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Regional Customer Care Manager in Nottingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sustainable Building Services Ltd Careers. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Sustainable Building Services Ltd Careers before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Regional Customer Care Manager in Nottingham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Sustainable Building Services Ltd Careers:Your cover letter is your chance to shine! Tell us why you want to work at Sustainable Building Services Ltd Careers specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Sustainable Building Services Ltd Careers!
How to prepare for a job interview at Sustainable Building Services Ltd Careers
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
