Customer Service Manager (FTC)

Customer Service Manager (FTC) – Anwyl Homes.

Fixed Term Contract (Maternity Cover) starting from January 2026 to January 2027.

From humble beginnings as the local joiner, founded by our great grandparents over 90 years ago, we became an award-winning builder of quality homes, now building around 800 new homes per year. 

The Anwyl Group — comprised of Anwyl Homes, Anwyl Land and our joinery workshop — believes buildings are more than just bricks and mortar. We build places for people, and our thoughtful approach doesn’t stop there.

Despite our growth, we remain true to our family values — from community funds benefiting local schools, groups and charities, to supporting our colleagues with an ever-expanding range of programmes and initiatives, people remain at the heart of everything we do.

Hours: 8.30am – 5.15pm (Mon- Thurs)

8.30am – 4.00pm (Fri)

Salary: Competitive Salary

Department : Customer Services

Report to: Customer Service Director

Location: Head Office, Ewloe

Main Duties and Responsibilities:

• Line manage a team of 11 which includes 5x Customer Services Coordinators and 6x Customer Care Technicians;
• Deliver agreed service level targets for both telephony and email
• Monitor the incoming emails, record the volume, triage emails for emergencies, any urgent issues and allocate workload to the team;
• Ensure that the customer service team work efficiently and effectively and are fully utilising the systems available to them;
• Manage the workload allocated to the Customer Care Technicians via an Outlook diary system, ensuring that the correct amount of time is allocated to complete the job, work sheets are provided, and clear work instructions are included;
• Assist the Customer Care Technicians with any queries they may have in relation to the allocated work and offering advice for resolutions;
• Providing support to the Customer Care Technicians in relation to their vans, along with conducting monthly van checks;
• Chair quarterly Health and Safety meetings with the Customer Care Technicians and the HSE Director, follow up on actions;
• Conduct weekly Customer Service Calls with the site teams where the volume of open issues exceeds acceptable levels;
• Promptly and effectively resolve any escalated customer issues, including meeting the customer as appropriate;
• Manage complaints from customers and housing associations within the agreed time frames;
• Manage and respond to complaints submitted to the New Homes Ombudsman Service within the agreed timeframes;
• Undertake regular root cause analysis to identify and highlight trends to the relevant stakeholder to effect improvements;
• Deputise for the Customer Services Director as necessary;
• Work with existing subcontractors and suppliers to ensure that they provide appropriate customer service when required;
• Be on the front foot with any regulatory change, driven from the New Homes Ombudsman and unified code to ensure the team remains compliant at all times;
• Continuously review the service we provide and look for opportunities for improvement. With particular focus on introducing more digital solutions to the processes;
• Lead, motivate, communicate with, develop and performance manage the team to ensure that they are fully motivated to achieve the best performance.

 The successful candidate will have the following skills, experience and attributes:

• Previous experience in a demanding customer service environment and in particular dealing with customers;
• Previous experience in line management, ideally with both office and remote workers;
• Excellent communication skills, both written and verbal;
• A proven ability to lead a team to successfully deliver targets;
• A demonstrated capability to lead the delivery of internal projects, to achieve strategic goals, working with internal and external stakeholders at all levels;
• Resilient and remains calm under pressure;
• Professional at all times.

 Benefits:

• Employee Assistance Programme (EAP)
• Eyecare vouchers for Specsavers
• Perkbox
• Length of Service
• Death in Service
• 26 days holiday plus bank holidays
• Gym discount

Closing Date: 7th November 2025

Anwyl Group is an Equal Opportunities Employer.