Reporting to the Head of Customer Service, the Customer Service Manager will be responsible for managing the end‑to‑end customer experience following handover of their new home. The role involves regular travel across the region, meeting customers in their homes and working closely with internal teams and external contractors.

Key responsibilities include, but are not limited to :

• Acting as the main point of contact for customers, ensuring clear, timely and professional communication throughout the customer journey
• Managing reported defects, ensuring issues are investigated, resolved and closed within agreed timescales
• Lead, coach and develop the Customer Service Coordinators and Maintenance Team, promoting a culture of accountability and continuous improvement
• Proactively engaging with customers at an early stage to understand concerns and reach satisfactory outcomes as quickly as possible
• Identifying root caus...