Lead the delivery of a 5 customer experience
At Gleeson Homes, we're committed to delivering high-quality homes and an exceptional customer journey. As a Customer Service Manager, you'll play a pivotal role in shaping that experience - leading the regional Customer Service team, driving operational excellence, and ensuring every customer receives the service and support they deserve.
This is a leadership role with real influence. You'll work closely with Build, Sales, Commercial, and senior stakeholders to champion the customer voice, resolve issues efficiently, and continuously improve the quality of our homes and service.
What you'll be doing
Leadership & Team Development
- Lead, coach and inspire the regional Customer Service team, ensuring consistent delivery of 5 service.
- Manage and plan the Maintenance Technician’s workload to maximise first-visit resolution and customer satisfaction.
- Support colleagues across Build, Sales and Customer Service with training, guidance and customer-centric best practice.
Customer Satisfaction & Experience
- Champion the customer journey across the region, influencing decisions to ensure customer expectations are met or exceeded.
- Build strong, transparent relationships with customers through timely communication and effective expectation management.
- Conduct pre-completion quality inspections to ensure homes meet Gleeson and NHBC 5 standards.
Complaint & Defect Management
- Oversee all NHQC complaints, ensuring timely administration, accurate documentation and effective resolution.
- Lead investigations into NHQC and NHBC claims, working with Legal to provide evidence and protect the business.
- Support live and closed development defect management, ensuring issues are resolved within warranty and NHQC timescales.
Operational Excellence
- Ensure all systems (COINS, YourWatch, MyGleeson) are accurately updated to support seamless customer care.
- Produce clear, accurate KPI reports and documentation for internal and external stakeholders.
- Attend site project meetings, build/sales meetings, and professional snagging sessions to represent the customer voice.
- Identify trends, recurring issues and opportunities to design out defects, feeding insights back to Technical and Commercial.
Escalation & Issue Resolution
- Manage escalated complaints, including customer visits, to prevent further escalation and protect NHBC survey outcomes.
- Support RMD and Director-level customer visits with expert advice, documentation and policy guidance.
- Assist with NHBC resolution meetings to ensure Gleeson’s position is clearly and accurately represented.
Continuous Improvement & Governance
- Drive NHBC survey response rates through proactive engagement and innovative approaches.
- Ensure all customer interactions and data handling comply with GDPR and company IT security requirements.
- Uphold Health & Safety standards for all customer and site interactions.
What you'll bring
- Strong customer relationship management skills, both online and face-to-face.
- Excellent written and verbal communication, including confident conflict management.
- Broad customer service experience, ideally within the housebuilding industry.
- Strong collaboration and stakeholder-management skills.
- Extensive knowledge of NHQC, Customer First principles and product understanding.
- Awareness of build processes and their commercial implications.
- A proactive, solutions-focused mindset with the ability to influence and lead.
Why join us
This is a high-impact role at the heart of the customer journey. You'll shape regional performance, influence cross-functional decisions, and play a key part in delivering our NHBC 5 ambitions. As Gleeson evolves its Customer Service structure, this role offers a clear pathway into future Customer Service Manager opportunities.
If you're passionate about leading people, improving processes and delivering exceptional customer outcomes, we'd love to hear from you.
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