Customer Service Manager

Willmott Dixon Interiors is currently looking to recruit an experienced Customer Service Manager to oversee our customer service function, with a focus on defects liability period management. You'll work closely with our supply chain partners to rectify faults in a timely, cost-effective manner, minimizing disruption to end-users and business operations.

The role involves working on a variety of projects in both Birmingham (initially) and the London area, so a willingness to travel is essential.

Key Responsibilities:

Manage the defects liability period process, ensuring that all faults are rectified efficiently and effectively

Collaborate with our supply chain partners to coordinate repairs, maintaining strong relationships and ensuring that issues are resolved promptly

Develop and implement strategies to minimize downtime and disruption to end-users, while maintaining a focus on cost-effectiveness

Work closely with internal stakeholders, including project managers and site teams, to ensure that defects are addressed in a timely manner

Analyse customer feedback and defect data to identify trends and areas for improvement, implementing changes to enhance our service offering

Develop and maintain key performance indicators (KPIs) to measure customer service performance during the defects liability period

Essential and Desirable Criteria

Proven experience in a customer-facing role within the construction industry, with a strong understanding of construction processes and practices

Excellent communication, interpersonal, and negotiation skills, with the ability to build strong relationships with supply chain partners and internal stakeholders

Strong problem-solving and analytical skills, with the ability to resolve complex issues effectively

Ability to work in a fast-paced environment, prioritizing tasks and managing multiple projects simultaneously

Strong knowledge of customer service principles, practices, and standards, with a focus on defect resolution and fault rectification

Additional Information

At Willmott Dixon we provide an inclusive and flexible working environment for people to thrive in and we are happy to support agile working wherever possible.

We are a proud member of the Disability Confident Scheme.

About Us

We are proud to be part of the Willmott Dixon family; a privately-owned contracting and interior fit out group in the UK. With a rich history, amazing track record and strong values, this partnership makes us a stronger and more progressive organisation, allowing us to share knowledge and take on bigger and better projects.