Customer Service Manager

Arcona are representing a leading Residential Construction Company are seeking an experienced and driven Aftercare Manager to lead regional Customer Service delivery within a fast-paced construction environment.

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