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Customer Service Manager

Job details
Posting date: 05 March 2026
Hours: Full time
Closing date: 19 March 2026
Location: London, London, UB1 1AA
Remote working: On-site only
Company: Fawkes & Reece
Job type: Permanent
Job reference: EH-123591_1772730736

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Summary

Customer Service Manager - New Build Developer

We are working with a high-quality residential developer known for delivering well-designed homes and an exceptional customer experience. Due to continued growth, they are now looking to appoint a Customer Service Manager to lead and develop their customer care function.

This is an excellent opportunity for someone currently working within new build customer care who is ready to take the next step into a management position and play a key role in shaping the homeowner journey.

The Role

As Customer Service Manager, you will be responsible for overseeing the customer care process from completion through to the end of the defects period. You will lead and support the customer care team while working closely with internal departments to ensure homeowners receive a high standard of service.

Key Responsibilities

  • Lead and manage the Customer Service / Customer Care team

  • Oversee the post-completion customer journey and defect management process

  • Ensure customer issues are handled efficiently and professionally

  • Liaise with construction, sales and technical teams to resolve queries and defects

  • Monitor customer satisfaction and identify opportunities to improve service delivery

  • Manage subcontractors attending customer homes for remedial works

  • Maintain accurate records and reporting relating to customer care cases

  • Ensure compliance with industry standards and warranty provider requirements

About You

  • Previous experience within customer care for a residential developer / house builder

  • Experience as a Senior Customer Care Coordinator, Customer Care Executive, or Assistant Customer Service Manager looking to progress

  • Strong organisational and problem-solving skills

  • Excellent communication and customer-facing ability

  • Ability to manage multiple issues and prioritise effectively

  • A proactive approach to delivering high levels of customer satisfaction

What's on Offer

  • Opportunity to step into a Customer Service Manager role with real responsibility

  • Join a quality-driven residential developer with strong growth plans

  • Supportive team environment with clear career progression

  • Competitive salary and benefits package

If you are looking to take the next step in your customer care career within the house building sector, we would love to hear from you.

Apply today or contact us for a confidential discussion.

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