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