Keepmoat
Customer Service Manager
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Great homes start with great people.
At Keepmoat our purpose is clear, we create communities and transform lives. Every year we build thousands of high-quality homes that help more people and families find a place to call their own.
As we continue to grow, we’re looking for talented people who want to do meaningful work, develop their careers and help shape the future of housebuilding.
Job description
As a Customer Service Manager, you will lead our Customer Service team to deliver an outstanding customer experience throughout the customer journey. You'll oversee the resolution of customer issues, manage team performance, coordinate customer service resources, and work closely with internal teams, subcontractors, and suppliers to ensure concerns are resolved quickly and effectively.
You will act as a brand ambassador for Keepmoat, championing excellent customer service and helping drive positive customer satisfaction results, including HBF and Trustpilot performance.
Please note we are also open to applicants from a Customer Liaison Manager background, please enquire for more detail.
Key Responsibilities
- Lead, motivate and develop a high-performing Customer Service team.
- Manage customer enquiries, complaints and escalations, ensuring timely and effective resolution. Due to the nature of the role, the candidate will spend time at allocated sites, ensuring our homes are defect free before and after our customers move into their new home.
- Monitor team performance against service level agreements (SLAs) and drive continuous improvement.
- Analyse customer feedback, complaints and performance data to identify trends and improve service delivery.
- Build strong relationships with subcontractors and suppliers to support customer commitments and service standards.
- Oversee formal complaints, warranty claims and New Homes Ombudsman cases, ensuring appropriate escalation and reporting.
- Support the management of customer service budgets and associated costs.
- Promote a digital-first approach and encourage the adoption of new technologies and more efficient ways of working.
- Deputise for the Customer Services Director when required.
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Skills, Experience and Qualifications
The successful candidate will have experience leading teams and working in customer-facing environments, with the ability to build and maintain strong relationships with customers, colleagues, and stakeholders.
Key requirements include:
- Strong organisational skills with the ability to effectively prioritise workloads and manage competing demands.
- Ability to work independently, use initiative, and make sound decisions in a fast-paced and pressurised environment.
- Excellent interpersonal, communication, and relationship-building skills.
- A calm, professional, and resilient approach, with the ability to manage challenging situations in a measured and customer-focused manner.
- Experience within the housebuilding or wider construction sector is essential.
- Flexibility and willingness to travel between allocated sites as required.
A full UK driving licence is essential, as the role involves working across multiple locations. A company car or car allowance will be provided.
Why work for us?
- Competitive rates of pay
- Smart Holidays
- Company Pension Scheme
- Cycle to Work Scheme
- 5% discount on a Keepmoat home
- Exclusive offers and discounts
- Life Assurance and Health Assessments
- Employee Assistance Programme
- Volunteering Day and Payroll Giving
- Development opportunities to progress your career
Our values
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Our values are the foundation for our vision, the cornerstone of our culture and the benchmark for our achievement.
- Straightforward - We get the job done in the most efficient and effective way. We are friendly, open and honest. It’s about being respectful and working in a transparent and honest way.
- Collaborative - We work together in partnership to deliver the very best customer experience. Partnership working is key to our business. We work collaboratively to deliver the best results possible.
- Passionate - We care about what we do. We put pride and energy into delivering results. It’s important to us to do a good job.
- Creative - We are proactive, flexible and resourceful. We listen, learn and deliver solutions. We don’t offer a one size fits all solution; we are flexible and will tailor our services to our customers’ needs.
At Keepmoat, we believe that diversity makes us stronger. We are committed to creating an environment where colleagues feel they belong. We recognise the importance of building a workforce that reflects the diverse communities we serve.
We welcome applications from all suitably qualified candidates and are dedicated to ensuring our recruitment process is fair, accessible and free from discrimination. We are all about creating an inclusive workplace where everyone feels respected, valued and empowered.
HS&S Responsibilities
To take care of your own health and safety and that of others who may be affected by your work and adhere to the Keepmoat Health, Safety and Sustainability standards.
If this sounds like you, please apply now. As the above is not an exhaustive list of responsibilities, for more information including a full job description and person specification, please contact recruit@keepmoat.com
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