Customer Support Manager

Are you an experienced Customer Support Manager with a background in construction? As a major UK house builder and leading provider of desirable luxury homes across Scotland, our client is driven by a mission to create vibrant and sustainable new communities. Homes characterised by exceptional design and sector-leading build quality. Alongside leading the industry in matters of sustainability and technology, the culture within this developer is that of progression, growth and inclusion, making it the ideal home to build and nurture a career path. As Customer Support Manager, your remit will be to work between allocated sites in Glasgow and surrounding areas and provide key technical customer service support to customers through the aftercare process. You will work between allocated developments, attending appointments to manage customers through the defect management process, ensuring 1st class customer service at all times. Reporting to the Customer Service Operations Manager, your day to day responsibilities will include: Ensuring correspondence to customers and customer defects are dealt with in a cost-effective, professional and timely manner, to ensure procedures and Customer Care Policies and Procedures are adhered to. Organising sub-contractors and materials as required. Visit customers as necessary to agree scopes of work, rectify and resolve defects, monitor and act on any deviation from the agreed works and timescales. Project manage works and investigate construction issues that occur. Identify and highlight recurring themes to ensure repetition is avoided. Managing sub-contractors to ensure that work is completed within agreed timescales and highlight any issues and non-compliance. Building positive relationships with internal teams and external business partners, sourcing specialist contractors where required. Attend site / customers properties as and when required to identify and review defects and agree course of forward action. Work cohesively with other departments across the company (i.e. Construction, Sales, and Accounts) to ensure communication is optimal and the company achieves its KPIs. Comply with responsibilities as defined in the Group's HS&E Policy and ensure compliance throughout team. You may come from an Inspections / Customer Service / Site Management background but pivotal to this Customer Support Manager role is the technical understanding of the housebuilding construction process and have strong knowledge of NHBC regulations. You must be confident managing customer expectations with the goal of exceeding them and working towards KPI delivery benchmarks. Is this the role you have been waiting for? Get in touch with Samantha to register your interest! Pettigrew Recruitment Group Limited is an equal opportunities employer and acts as an employment agency for permanent recruitment. Pettigrew Recruitment Group is also an employment business for the supply of temporary workers. By applying for this job, you accept the T&C’s, Privacy Policy and Disclaimers which can be found on their website.

Location: Glasgow, GB

Posted Date: 8/5/2025