Are you an experienced Customer Service Manager with a background in construction?

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 and provide 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 Care Operations Manager, your day to day responsibilities will include:

Attend site / customers properties as and when required to identify and review defects and agree course of forward action.
Ensuring correspondence to customers and customer defects are dealt with in a cost-effective, professional and timely manner, to ensure procedures and Customer Care Policies and Procedures are adhered to.
Identifying and resolving customer escalations (pre-complaint), as well as supporting the resolution of all formal complaints in accordance with company procedure.
Work cohesively with other departments across the company (i.e. Construction, Sales, and Accounts) to ensure 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.

We are seeking an individual with experience in a similar role who can commit to this role and start work immediately. This will be a rolling contract that has the potential to go permanent for the right person. You may come from an Inspections / Site Management background but pivotal to this role is the technical understanding of the housebuilding construction process. You must be confident managing customer expectations with the goal of exceeding them and working towards KPI delivery benchmarks.

Get in touch with Samantha to register your interest!

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