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Senior Customer Service Manager

Application Reference Number: 0356
Function: Customer Services
Location: Collindale, London
Position Type: Permanent
Application End Date: 14/05/2021
Job Purpose: To ensure the highest quality homes are delivered to our customers via managing the Quality Assurance process after the Construction snag. Managing Customer defects from the point of legal completion and throughout the warranty period. Identify and analyse quality / defect trends and work with the project team to reduce defect levels  


Responsibilities and Accountabilities: 

  • Be responsible for overseeing all processes and tasks are completed by onsite Customer Service team
  • Liaise and correspond with customer at point of legal completion through to the end of the warranty period
  • Keep up to date and well-presented customer files and correspondence on C360
  • Keep accurate logs of all customer interaction on C360
  • Produce reports to identify defect trends and feedback those and potential solutions during relevant meetings working in conjunction with the project team to drive down defect levels
  • Arrange and partake in Lessons Learned meetings with the project team and trades
  • Carry out site inspections and stock plot checks prior to the intended completion date as required and instructed by the Customer Service Executive and reporting back on the condition and progress of the properties to the Customer Service Executive
  • Carry out brochure compliance and customer extra checks to ensure that they have been installed correctly
  • Work with project team to agree benchmark quality for inspections for the entire apartment and all systems within
  • Carry out the Quality inspection and de-snag of properties and record on electronic snagging system
  • Attend the final Director inspection and record on electronic snagging system
  • Liaise with the Construction Manager / Sub-contractors to ensure any snagging items identified in pre-occupation or handover meetings are dealt with promptly and record on electronic snagging system
  • Attend the Handover of the home with the Customer Relations Manager and be able to demonstrate the appliances in the customers home
  • Inspect post completion maintenance defects reported by customers in your portfolio and arrange attendance by the appropriate contractors during the 2 year warranty period ensuring that customers are kept fully updated during the repair process
  • Record all defects raised on C360 and issue defect notices to contractors
  • Deal with any items within the 10 year insurance backed warranty, or other legacy items, as required
  • Carry out end of defect inspections of Housing Association properties with the appropriate Housing Association representatives and manage any agreed defects through to completion
  • Regularly inspect / monitor the general estate areas within your portfolio and report to the Customer Service Executive any items of concern
  • To assist and develop any team member directly reporting to you
  • Attend Team Development Training and meetings and take an active part
  • Attend and take an active part in weekly Completions meetings

 Person Specification:

  • Quality process management and / or defect management experience
  • Previous experience leading a team / development
  • Customer facing experience
  • Outstanding Customer Service skills
  • Able to deal with complexed defect investigations and resolutions
  • Experience dealing with contractors and building solid relationships
  • Self-driven, strong-willed and results-oriented with a positive outlook

Please note our standard working hours are 8am until 5:30pm Monday to Friday. 


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Here at the Berkeley Group we proactively appoint trusted suppliers when we require support from Recruitment Companies. The Berkeley Group does not accept unsolicited CVs from recruiters or employment agencies without consent.

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