Please note, this position will be on a 1 year Fixed-Term Contract Basis.
This is a key role responsible for ensuring exceptional aftercare service across a large portfolio of homes in the 2 year NHBC warranty period. You will oversee defect management, quality assurance, and team performance—ensuring a consistently high standard of service and customer satisfaction.
Key Responsibilities
Customer Service & Delivery
* Lead and manage all aftercare and customer service operations across the region
* Ensure defects are resolved within agreed timescales, achieving high success rates
* Oversee daily defect management, end-of-defect (EOD) processes, and latent defects
* Maintain clear, professional communication with customers and clients
* Deliver strong customer satisfaction outcomes and meet service KPIs
Team & Stakeholder Management
* Lead, manage, and support operatives and Customer Service Coordinators
* Collaborate with internal teams including Sales, Production, and Commercial
* Manage subcontractors and suppliers to ensure consistent service delivery
* Conduct performance reviews, training, and quality assessments
Financial & Operational Management
* Schedule works effectively to maximise productivity and efficiency
* Oversee EOD inspections and ensure timely completion for retention recovery
* Obtain quotes, challenge costs, and manage budgets responsibly
* Follow established processes and maximise recovery through appropriate cost controls
What We’re Looking For
Essential Skills & Experience
* Experience in customer service or construction/site management
* Strong technical knowledge of the housebuilding or construction industry
* Excellent problem-solving and organisational skills
* Ability to investigate and resolve defects effectively
* Strong leadership and team management capability
* Excellent communication skills, both written and verbal
* Good financial awareness and cost management ability
* Solid understanding of Health & Safety requirements
What Success Looks Like
* Consistently meeting or exceeding customer service KPIs
* Delivering high levels of customer satisfaction
* Maintaining strong quality standards across all works
* Leading a high-performing, motivated team
* Building positive relationships with customers and stakeholders
* Identifying risks and continuously improving processes
Salary description
£50000.00 - £55000.00 per year