Customer Service Manager
Location: Falkirk
Employment Type: Fixed term 6 months contract
Rate / Salary: Available on request
Are you an experienced Customer Service Manager with a construction background looking for your next opportunity?
Do you enjoy building positive relationships with customers while using your technical knowledge to resolve issues and deliver an outstanding aftercare experience?
Pettigrew Recruitment Group is recruiting on behalf of a leading luxury housebuilder with an outstanding reputation for quality, craftsmanship and customer care. They are looking to appoint an experienced Customer Service Manager for a 6 month fixed term opportunity based in Falkirk. This is an excellent opportunity for someone who thrives in a customer-focused role and enjoys working across live developments, ensuring homeowners receive the highest standards of aftercare.
The Role:
As Customer Service Manager, you’ll work with purchasers of premium new homes, providing a first-class aftercare experience and ensuring every issue is managed professionally from initial inspection through to resolution.
You’ll use your technical construction knowledge to investigate issues, coordinate remedial works and ensure every customer receives a first-class service while maintaining quality, safety and programme expectations.
Key Responsibilities:
- Manage customer enquiries and defects professionally, ensuring issues are resolved promptly and efficiently.
- Maintain a strong understanding of the New Homes Quality Board requirements and ensure customer care processes, policies and team practices remain aligned with the standards as they continue to be implemented.
- Visit customers’ homes to inspect defects, agree remedial works and provide clear communication throughout the process.
- Coordinate subcontractors, materials and specialist contractors to ensure works are completed to agreed standards and timescales.
- Project manage remedial works from initial inspection through to successful completion.
- Investigate construction-related issues, identifying recurring trends and supporting continuous improvement.
- Monitor subcontractor performance, ensuring quality, compliance and customer satisfaction are maintained.
- Build strong working relationships with construction, sales, commercial and customer service teams.
- Ensure all activities are carried out in line with company policies and health and safety requirements.
Maintain accurate records and provide updates on customer cases and ongoing works.
About You:
We’re keen to hear from candidates who have previous experience in a Customer Service Manager, Site Manager, Assistant Site Manager or Inspection role within the housebuilding or residential construction sector.
You’ll also have:
- A strong technical understanding of modern housebuilding methods.
- Good working knowledge of NHBC standards and warranty requirements.
- Excellent communication and customer service skills with the ability to manage expectations professionally.
- Strong organisational skills and the ability to manage multiple cases simultaneously.
- Confidence coordinating subcontractors and managing remedial works through to completion.
- A proactive, solutions-focused approach and the ability to build positive relationships with customers and colleagues alike.
Availability to start within the next few weeks would be highly advantageous.
What’s on Offer:
- Ongoing fixed term opportunity with a respected housebuilder.
- Competitive hourly rate.
- Immediate start available.
- Varied, customer-facing role with autonomy and responsibility.
- Opportunity to work with a supportive and professional team.
If you’re looking for your next Customer Service Manager contract and have the technical expertise to deliver an exceptional customer experience, we’d love to hear from you.
Get in touch with Samantha at Pettigrew Recruitment Group today to register your interest.
Pettigrew Recruitment Group Limited is an equal opportunities employer and acts as an employment agency for permanent recruitment. Pettigrew Recruitment Group is also an employment business for the supply of temporary workers. By applying for this job, you accept the T&C’s, Privacy Policy and Disclaimers which can be found on their website.
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