Group Customer Resolutions Manager

About Us

untypical are an ambitious housebuilder that put people and the planet at the heart of everything we do. We're dedicated to delivering the best possible standards in design, build quality, and service for our customers.

We’re committed to making a positive difference in the local areas we build new homes. We pride ourselves on being an inclusive and diverse employer of choice and build careers, not just communities. We’re looking for talented and enthusiastic individuals who will share this passion, to join our team.

Our benefits include:

• Bonus Scheme
• Enhanced pension Scheme
• Life Assurance
• 26 days holiday with additional bank holidays
• Holiday Buy Scheme
• Employee Assistance Programme

About The Role

Role Overview

The Group Customer Resolutions Manager role is a key position within the customer experience framework, providing governance, and coordination across the business. Success in the role will be demonstrated through improved complaint management, stronger NHQB compliance, reduced escalations, better customer communication, and effective collaboration with internal and external stakeholders.

To ensure no customer complaint or NHBC Resolution Service case is allowed to drift, every case should have a clearly defined status, agreed next action, responsible owner and target timescale, with customers kept fully informed throughout. The role will ensure complaints are managed in accordance with the New Homes Quality Code, internal policies and NHBC requirements, while providing the business with complete visibility of progress, performance, risks and resolution outcomes.

Key Responsibilities

• Act as the primary point of contact for customers throughout the complaints and oversee the NHBC Resolution Service process.
• Manage customer complaints in accordance with the Company's Complaints Policy, the New Homes Quality Code (NHQB) and all agreed service standards.
• Coordinate all NHBC Resolution Service cases, ensuring responses, evidence and remedial actions are submitted within NHBC timescales.
• Log, maintain and monitor all complaints and NHBC cases from initial notification through to final resolution.
• Maintain an accurate tracker detailing case status, progress, outstanding actions, responsible owners, key milestones and agreed timescales.
• Ensure customers receive regular, personalised updates that clearly explain progress, next steps and expected completion dates.
• Monitor compliance with the NHQB throughout the customer journey, ensuring complaints are handled fairly, consistently and within the Code requirements.
• Proactively chase outstanding actions to ensure complaints and NHBC cases continue to progress and are not allowed to stagnate.
• Coordinate responses to NHBC reports, Resolution Service findings and technical recommendations.
• Maintain complete records including correspondence, photographs, inspection reports, quotations, invoices, technical reports and meeting notes.
• Record complaints involving MPs, councillors, the NHBC, Consumer Codes and other external organisations, ensuring enquiries are responded to promptly.
• Analyse complaint trends, recurring defects and NHBC decisions, identifying opportunities for continuous improvement across the business.
• Produce regular management information covering complaint volumes, NHBC cases, ageing, performance against KPIs, escalations, themes and outcomes.
• Undertake any additional administrative duties to support the effective operation of the Group Customer Service function.

About You

• Working knowledge of New Homes Quality Code
• Technical knowledge in identifying causes and remedy of defects
• Understanding boundary disputes and their resolution
• Excellent customer service skills, and customer liasion experience

Previous experience within housebuilding, construction, customer service, complaints handling, NHBC Resolution Service, defect management or property aftercare is essential. Strong Microsoft Office skills, experience using customer relationship management systems and the ability to produce accurate management reporting are also required.

Guided by an innovative approach and a commitment to excellence, untypical focuses on creating sustainable, inclusive communities, delivering homes across the UK that people want to live in and are good for the planet.

untypical is guided by its ambition to become the UK’s most customer-centric housebuilder. By putting people and the planet at the heart of the communities that it builds, untypical aims to make a positive difference to the UK housebuilding market and help to provide greater access to homes which are affordable for buyers.