Customer Service Director

• Develop and execute a customer experience strategy that aligns with both regulatory expectations and company goals
• Lead, mentor, and inspire aftercare and service teams to achieve consistently outstanding results
• Oversee resolution of issues and complaints, ensuring every issue is handled swiftly, transparently, and to a high standard
• Serve as the senior escalation point for complex customer situations or disputes
• Analyse trends, feedback, and KPIs to identify areas for improvement and influence business-wide action
• Foster strong working relationships with external partners, including warranty providers and regulatory bodies
• Take overall responsibility for ensuring that every customer receives the highest level of care throughout their experience
• Work closely with Ombudsman and Regulatory bodies
• Work closely with operational and technical teams to strengthen quality, enhance communication, and support a culture of continuous improvement

• Proven experience managing customer service or quality operations within construction or a comparable industry
• Deep understanding of compliance frameworks and customer satisfaction metrics
• Solid track record of leading customer-focused teams
• Excellent problem-solving, influencing, and communication skills
• Ability to translate data and insight into improved operational performance
• Confidence managing cross-departmental relationships and driving organisational change
• Driving licence is essential
• Experience of working within a regulated environment would be advantageous

Car / Car Allowance is included within the package