Customer Service Manager

Salary: £45,000 - £50,000/annum + Bonus + Car Allowance
Title: Customer Service Manager
Location: Milton Keynes

Responsibilities

• Manage the end-to-end customer service process from legal completion through to the end of the defects period
• Oversee and respond to customer queries, ensuring timely and satisfactory resolution
• Coordinate subcontractors and suppliers to address defects and remedial works
• Conduct home demonstrations and customer handovers where required
• Monitor and report on customer satisfaction, KPIs, and performance metrics
• Ensure compliance with NHBC or equivalent warranty provider standards
• Maintain accurate records of all communications and remedial actions
• Work closely with Site Managers, Construction, Sales, and Technical teams to resolve recurring issues and drive continuous improvement
• Manage and develop a small customer care team (where applicable)

Company

Company: Leading New Build Residential Developer

Address: MK16, Newport Pagnell, Milton Keynes

Start Date: ASAP

Candidate requirements

• Proven experience in a Customer Service Manager or Senior Coordinator role within a new build residential developer or housebuilder
• Strong understanding of the defects management process and warranty obligations (e.g., NHBC)
• Excellent communication and conflict resolution skills
• Highly organised with strong administrative and IT skills
• Ability to manage multiple developments and prioritise effectively
• Customer-focused mindset with a calm and professional approach
• Full UK driving licence required

Role benefits

• Competitive salary
• Car allowance or company vehicle
• Performance-related bonus
• Pension scheme
• Opportunity to join a growing developer with real career progression potential
• Supportive and collaborative team culture

Application information

As Customer Service Manager, you will take ownership of the customer journey post-completion, managing all aftercare activities and ensuring that our homes – and our service – meet the highest standards. You will act as the key point of contact for homeowners, subcontractors, and internal departments to resolve defects efficiently and professionally.

This is a pivotal role within the business, reporting directly to senior management and helping to shape and improve our customer care strategy as we continue to grow across West London.

If you are passionate about delivering high-quality homes and outstanding customer service, and you’re ready to take the lead in shaping the homeowner experience, we would love to hear from you.

Apply now with your CV and a brief covering statement outlining your relevant experience.

Give us a call on 07876785061 or drop an email to [email protected] and we can arrange a time that is good for you. If you decide after our conversation that you are happy where you are, then we absolutely understand.