Customer Service Manager (JM1120/CC01) Leicester, England

Salary: Car, Pension, Healthcare

Customer Service Manager
Partnerships East Midlands
Leicester, LE19


Are you an experienced and enthusiastic Customer Service Manager? If you are passionate about property and are looking for a new challenge, then now’s the time to make the move to Countryside Properties.


We create places people love - places of character, designed to strengthen people’s sense of belonging and build enduring value for all. We achieve this through building new homes and neighbourhoods of lasting quality. And, right now, as part of an ambitious future development programme in our Partnerships East Midlands region, we are seeking to recruit a Customer Service Manager to join our expanding Customer Service Team based out of our offices in Leicester.



  • Attend Customer Meetings
  • Attend end of defect (EOD) inspections at the end of the defect liability period
  • Manage the end of defect process
  • Oversee the process and ensure that the customer is fully updated with actions and time scales
  • Monitor contractors and Customer Service Operatives whilst remedial works are being undertaken
  • Advise Customer Service teams on materials to undertake remedial works
  • Maintain accurate record in accordance with internal quality management systems and General Data Protections Regulations
  • Where appropriate manage the Customer Service Operative
  • Ensure any customer issues are fully investigated and resolved promptly and efficiently
  • Carry out periodic vehicle and equipment inspections
  • Support the Customer Service team in gaining resolutions of customer issues
  • Liaise and collaborate with all relevant departments to gain resolution of customer issues
  • Monitor sub-contractor performance and escalate trends and concerns to the Head of Customer Service
  • Monitor expenditure on site and advise the commercial team of any sub-contractor contra changes
  • Escalate any issues or risks to the appropriate person
  • Where appropriate manage the resolution of NHBC claims
  • Where appropriate undertake Home Tours
  • Familiarise and hold a good understanding of required policies and procedures



  • IT Literate
  • Good people management skills
  • Excellent written and verbal communication skills – engaging with customers, suppliers, partners
  • Pro-active approach with the ability to work independently and as part of a team
  • Technical knowledge and experience, preferably from trade background
  • Strong relationship building and decision-making skills
  • Problem-solving skills
  • Pro-active approach with the ability to work independently and as part of a team
  • Methodical approach & tenacious attention to detail
  • Ability to organise and prioritise effectively
  • Ability to motivate and leading subcontractors and maintenance operatives
  • Knowledge of Standards (National Housebuilding Council, British Standards, Building Regulations) as well as an understanding of the design process
  • Good understanding of the legal framework associated with purchasing a property including the the most recent Consumer Code
  • Keep up to date with relevant industry practices


What’s in it for you?

We start by putting our people first. We offer industry leading salaries and benefit packages, inclusive of an excellent bonus scheme, family healthcare, a generous pension, and a full range of flexible benefits to suit you. On top of this, and as part of our Culture Transformation, we offer flexible working, Christmas off “for free”, freshly refurbished offices and we dress for our day! We also invest heavily in our people and are passionate about helping them succeed.

Interested? If you would like to find out more or to be considered for this role, please click apply and upload your CV and a member of our Recruitment Team will be in touch.


Countryside Properties PLC is an equal opportunities employer. We value diversity and promote equality across our business. The terminology used in this advert is not intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We welcome applications from all sections of society and are always happy to discuss reasonable adjustments and / or additional arrangements as required to support your application. 


By submitting your application in respect of this advertisement, you authorise for your personal information to be treated in accordance with the GDPR. Personal information contained within your application is stored confidentially and will only be used in accordance with the Countryside Privacy Policy. All personal information will be automatically destroyed 6 months after submission.