Customer Service Manager
UK Visa Sponsorship Analytics
Occupation Type
Customer service managers
Occupation Code Skill LevelMedium Skilled
Sponsorship EligibilityIneligible for Sponsorship
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Description
Department: Customer Services
Location: Wapping, London
Description
St George, a division of Berkeley Group is committed to creating exciting, enduring places where people love to live, work and relax communities where homes are filled with natural light, adaptable in design, and crafted to the highest standards. St George developments are shaped by thoughtful placemaking, with inviting public spaces that promote well-being, encourage social connection, and foster a true sense of belonging.
The portfolio includes transformative schemes such as London Dock, Camden Goods Yard, Wandsworth Mills, The Green Quarter, Silkstream, and Grand Union. These high-profile regeneration projects exemplify our approach to revitalising strategic brownfield sites into vibrant, mixed-use neighbourhoods, seamlessly integrating homes with retail, leisure, and cultural amenities, all set within richly landscaped environments. From riverside communities to innovation-led lifestyle hubs, St George is helping to shape some of London’s most ambitious urban destinations, driving economic growth, enhancing connectivity, and delivering sustainable long-term value for residents, investors, and the capital as a whole.
The role
Location: Wapping, London
Description
St George, a division of Berkeley Group is committed to creating exciting, enduring places where people love to live, work and relax communities where homes are filled with natural light, adaptable in design, and crafted to the highest standards. St George developments are shaped by thoughtful placemaking, with inviting public spaces that promote well-being, encourage social connection, and foster a true sense of belonging.
The portfolio includes transformative schemes such as London Dock, Camden Goods Yard, Wandsworth Mills, The Green Quarter, Silkstream, and Grand Union. These high-profile regeneration projects exemplify our approach to revitalising strategic brownfield sites into vibrant, mixed-use neighbourhoods, seamlessly integrating homes with retail, leisure, and cultural amenities, all set within richly landscaped environments. From riverside communities to innovation-led lifestyle hubs, St George is helping to shape some of London’s most ambitious urban destinations, driving economic growth, enhancing connectivity, and delivering sustainable long-term value for residents, investors, and the capital as a whole.
The role
We're looking for a Customer Service Manager to join the team at London Dock, Wapping.
- Champion and uphold Berkeley Group’s Vision 2030 commitments across all customer interactions.
- Act as the primary point of contact for customers from legal completion through the warranty period, ensuring a positive and professional experience.
- Manage and maintain accurate customer records, defect logs and correspondence within C360.
- Conduct pre-completion inspections, quality checks and de-snagging, recording findings via the electronic snagging system.
- Attend handovers, demonstrating appliances and ensuring homes meet agreed quality benchmarks.
- Coordinate with Construction Managers and subcontractors to resolve defects promptly, issuing and managing defect notices and works orders.
- Monitor defect trends, produce insight reports and contribute to Lessons Learned meetings to drive continuous quality improvement.
- Manage post-completion maintenance issues through the 2-year warranty period, keeping customers fully informed throughout.
- Oversee matters relating to 10-year insurance-backed warranties and legacy issues where required.
- Proven experience in quality assurance, defect management or customer care within residential development or construction.
- Strong customer-facing background with a track record of delivering exceptional service and managing complex defect investigations to resolution.
- Experience working closely with contractors and site teams, building credible and collaborative relationships while confidently challenging poor practice where required.
- Proficient in CRM systems and electronic snagging/defect management platforms.
- Detail-oriented with a rigorous approach to quality standards, compliance and Health & Safety best practice.
- Professional, well-presented and confident engaging a wide range of stakeholders, including customers, subcontractors and internal teams.
- Self-motivated, resilient and results-focused, with the flexibility to adapt in a fast-paced site environment.
- 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.
Internal Applicants
If you’re an internal applicant, please ensure you’ve informed your line manager of your intention to apply for this position.