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Customer Service Manager

4 months ago

Addlestone, United Kingdom Crest Nicholson plc Full time

Crest Nicholson has been building new homes for over 60 years and is firmly established as a leading developer with a passion for not just building homes, but creating vibrant sustainable communities.


We are currently recruiting for a Customer Services Manager to join our South team based in Addlestone, Surrey.


Customer Services Manager will be responsible for a small team who manage customers throughout our warranty period while maintaining a customer focused approach and delivering high levels of customer service at all times.


Key Responsibilities:


  • Undertake a Customer Service Inspection for each completed Open Market plot, fill out the log book and notify Site Manager and Sales Advisors of inspection result.
  • Liaise with Site Managers, sign Final Completion Certificate. If works are required, re-attend for a final clear down Inspection.
  • Perform a Sales CSI every 3 months to stock and showhome units and organize any remedial work on behalf of Sales and Marketing.
  • Attend the end of Defects Inspection for Housing Association Contracts to confirm any final warranty obligations. Arrange works arising from the Inspection.
  • Face to Face meetings with customers at request, ensuring faults are noted and action required with agreement from the customer.
  • The Customer Service Manager is responsible for dealing direct with the customer with regards to any remedial work assessments.
  • The Customer Service Manager will report to the Customer Service Executive in monitoring the level of remedial work, preparing regular maintenance service reports, and controlling the level of expenditure against the agreed maintenance budget.
  • Manage and control sub-contractors to ensure that warranty contractual obligations are being met.
  • Provide clear guidance and support to the Technicians regarding remedial tasks.
  • Either order or supply information to Coordinator to facilitate the ordering of Supplier Materials as necessary to enable the completion of remedial tasks by Technicians.
  • Manage all open tasks to a timely satisfactory resolution, ensuring that the customer is kept informed.
  • Represent Crest Nicholson at NHBC Buildmark Investigation Visits and report findings to the Customer Service Executive.
  • Identify consequential costs which should be recovered from the original trade and implement contra charges where a clear responsibility can be proven.
  • Comply with Group Health and Safety Policies at all times, ensuring Risk Assessments are written or obtained from our Contractors where required.



Desired Qualifications/Attributes:


  • Construction/Customer Service Qualification
  • Knowledge of the Construction Process.
  • Understanding of NHBC Warranties and Standards
  • 3 years’ experience in a customer focussed environment.
  • Ability to communicate clearly both face-to-face, via telephone and email.



The Company


Crest Nicholson is a leading developer of quality homes and thriving, sustainable communities.


We create great places for our customers to live, selecting desirable locations for our developments and taking a holistic approach to the design of our homes and their surroundings.


Attractive placemaking helps us deliver appealing and well-connected communities where people and nature can thrive.



As an employer of choice, we offer an extensive range of benefits, to include:


  • Competitive Salary
  • Company Bonus Scheme
  • Company Car or Car Allowance
  • Private pension up to 7.5%
  • Private healthcare and cash plan options
  • 28 days' annual leave
  • Cycle to work scheme
  • Share save scheme
  • Gym membership discounts



We seek to be an ethical and progressive employer which encourages a culture of openness, creativity and continuous professional development and which rewards the effectiveness and loyalty of our employees as an equal opportunities employer. If you are applying to work at Crest Nicholson, we will ask you to supply us with sufficient personal information to help us process your application. To learn more about what personal information we will need to process and why, please refer to our recruitment privacy notice which can be found on the Crest Nicholson website under ‘Recruitment Privacy Policy'.