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Customer Services Manager KMH/YW/1113

Keepmoat Homes is a fast growing top 10 UK housebuilder. We design and build quality homes and create places where people want to live.

Our investment and participation helps transform communities and improves the lives of local people. We have a national presence combined with local knowledge and expertise in all aspects of housing – from finance, design and planning, to developing and building. Our comprehensive skills and capabilities give us a wider perspective across the whole housing lifecycle and we create lower risk ways of building homes people need.

For more than 90 years our work has been absolutely visible to local communities so being part of the community is in our DNA. We hire local suppliers and tradespeople and work with local communities to make sure that our plans meet their needs.

Job description

We have an exciting opportunity for a Customer Services Manager to join us, in our Yorkshire West region, based from our new regional head office in Leeds with travel within the region and agile/hybrid working. It is an exciting time to join us in this role as we have recently become corporate members of the Institute of Customer Service.

The Customer Services Manager will manage and continually improve the Customer Service experience for Keepmoat customers within the region to support our ambitions to remain a 5-star builder and a leader in Customer Service in the homebuilding industry. They will deliver a first-class service to our customers throughout the customer service process.

An important part of the role is to provide efficient, effective, high quality and customer focused after sales and maintenance service within the region, ensuring that an effective working relationship with our Customer is maintained as a priority throughout this. They will continually review all customer facing documents to ensure a consistent message and approach that upholds the company brand and quality standards, helping set product and service standards with the relevant internal teams.

The successful candidate will champion the customer cause, listening to what customers want and ensuring the company responds in the most effective way, liaising with stakeholders internally and externally to do so. They will conduct analysis using Keepmoat, Home Building Federation and NHBC customer surveys to identify improvement areas and raise standards.

They will also lead and build a motivated and engaged team, developing existing team members by enabling them and motivating them to be the best they can, as well as recruiting the right talent into the business when required.

HS&S Responsibilities 

To take care of your own health and safety and that of others who may be affected by your work and adhere to the Keepmoat Health, Safety and Sustainability standards.

Skills, knowledge & experience

We are looking for an established Customer Services Manager who embodies our Keepmoat values; a straightforward and skilled communicator with outstanding interpersonal and relationship skills and able to influence and operate at senior level. They will be creative with a proven track record in project management including managing change, driving operational excellence improvements and the ability to influence the culture of the business. They will be passionate about providing the highest levels of quality customer services and managing the brand as a strategic asset. A collaborative leader, they will be confident in manging teams with an enthusiastic, solutions focused approach. 

Candidates must have a housebuilding background with management experience within a driven customer care team.

Education & qualifications

Candidates must hold a full UK driving licence.

If this sounds like you, please apply now. As the above is not an exhaustive list of responsibilities, for more information including a full job description and person specification, please contact [email protected]

Why work for us?

At Keepmoat Homes we pride ourselves on being a great place to work. As the market leader in our industry we want to ensure that we attract, motivate and retain the best people who can deliver the best service for our customers.

  • Competitive rates of pay – We regularly check our pay against our competitors to make sure they reflect our position as market leader. We also review our pay every year.
  • Bonus Scheme – Our annual bonus scheme is linked to team and company performance.
  • Special offers for staff – We run a range of offers and discounts exclusively for our employees including holidays, health club memberships and days out.
  • Trust – We encourage you to come up with ideas and get the most out of your job with us.
  • Development – we offer genuine development opportunities to progress your career.

Our values

Our values are the foundation for our vision, the cornerstone of our culture and the benchmark for our achievement.

  • Straightforward - We get the job done in the most efficient and effective way. We are friendly, open and honest. It’s about being respectful and working in a transparent and honest way.
  • Collaborative - We work together in partnership to deliver the very best customer experience. Partnership working is key to our business. We work collaboratively to deliver the best results possible.
  • Passionate -  We care about what we do. We put pride and energy into delivering results. It’s important to us to do a good job.
  • Creative - We are proactive, flexible and resourceful. We listen, learn and deliver solutions. We don’t offer a one size fits all solution; we are flexible and will tailor our services to our customers’ needs.

Reference: KMH/YW/1113
Hours: 37.5 hours per week, Monday to Friday
Location: Leeds, LS11 8PG
Employer: Keepmoat Homes, Yorkshire West
Job type: Permanent, Full Time
Closing date: 28/06/2024

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