Customer Service Manager

Customer Service Manager

Department: Customer Services

Employment Type: Permanent

Location: Milton Keynes, Buckinghamshire

Berkeley Group builds homes and neighbourhoods across London, Birmingham and the South of England. We revive underused land, creating welcoming, sustainable and nature-rich places where communities thrive and where people of all ages and backgrounds enjoy a great quality of life.

We specialise in long-term brownfield regeneration, focusing on challenging and complex sites that are beyond the scope of conventional homebuilders. We are highly collaborative, working with councils and communities to create a shared vision and to unlock a mix of social, environmental, economic and commercial value that benefits all our stakeholders.

Our passion for quality and design underpins everything we do. All Berkeley homes are created with care, expertise and relentless attention to detail.

• Actively promote and adhere to the Berkeley Group Vision 2030 commitments.
• Liaise and correspond with the customer from exchange through to legal completion, handover & defect warranty period.
• Maintain up‑to‑date, well‑presented customer files and correspondence on C360 and the centralised document control system.
• Keep accurate logs of all customer interactions on C360 including all defects raised.
• Provide formal communication to customers throughout the development journey via letters, calls, video updates, emails, Whats App and WeChat.
• Ensure regular communication to build strong relationships and "know our customers."
• Update customers in line with the Customer Message Matrix, including video, area and market updates.
• Add personal touches to the service where appropriate.
• Ensure My Home Plus  is kept up to date, achieving a minimum 90% customer sign‑up and quarterly login rate.
• Co‑ordinate all customer requirements and enquiries directly or via appointed agents.
• Conduct site visits and development tours by appointment.
• Manage the customer choice selection process and extras, ensuring timely submission and accurate upload to My Home Plus .
• Work with site teams to investigate and implement purchaser extras and upgrades, managing inter‑departmental meetings as required.
• Collate customer intelligence ahead of legal completion and work closely with Sales Progression.
• Report any customer financial risks prior to legal completion.
• Prepare and upload all relevant Living Guide and pre‑occupation documentation to My Home Plus .
• Create QR codes for user manuals and user videos.
• Arrange personalised completion gifts within the agreed budget.
• Arrange and conduct key handover and home demonstration appointments with the Customer Service Team.
• Regularly inspect and monitor estate areas within your portfolio, reporting concerns to the Senior Customer Service Manager.
• Attend and actively participate in Team Development Training and meetings.
• Attend and contribute to weekly Completions meetings.
• Manage post‑completion defects. Oversee and co‑ordinate all home defects reported during the warranty period, ensuring timely resolution, clear communication with customers, and effective liaison with contractors and site teams.

• Experience in delivering World Class Customer Service, in a service driven environment.
• Previous experience leading a team / development.
• Exceptional Customer Service Skills.
• Confident in dealing with CRM systems and electronic snagging / defect management.
• Demonstrating impeccable Health and Safety Standards and leading by example.

• 25 days annual leave, increasing with service to 33 days.
• Health and wellbeing benefits including Private Medical Insurance.
• Lifestyle benefits including access to an online discount platform.
• Berkeley Foundation volunteer day.
• Private pension plan.
• Group life assurance.

The standard default full-time working hours in the office are 8am‑5pm with core working hours 9am‑4pm.