Stephen Lynn

An accomplished Senior Customer Service Leader with 15+ years experience in managing functions to improve customer journeys and meet all targets / KPIs. Strong leadership skills with a background in directing large-scale customer service operations, as well as stakeholders including suppliers and outsourcing partners to achieve core aims. A real passion for developing customer experience strategies in collaboration with business teams and channelling feedback across departments to drive service improvements successfully.

Customer Care and Compliance Manager at Brierley Homes Ltd (2025-04 – Present)

• Act as the primary contact for purchasers and residents post‑completion; manage enquiries, feedback, complaints and satisfaction initiatives.
• Coordinate snagging and pre and post‑occupation inspections, log defects, and oversee rectification with clear records and timescales.
• Liaise with site teams, contractors and subcontractors to schedule, monitor and ensure timely completion of remedial and warranty works.
• Ensure Building Regulations, completion certificates and statutory approvals are met; coordinate with Building Control and warranty providers to close out outstanding items.
• Prepare O&M manuals, warranties and Completion Certificates, and provide regular management reports on aftercare performance and defect trends.

Development Consultant at Spice Jar Ltd (2024-12 – 2025-04)

• Project management and completion.
• Maintain and update website and mailers.
• Event and logistics support.
• Product development and testing.

Aftercare Manager at Yorkshire Housing (2022-09 – 2024-10)

• Led the Aftercare team to deliver high‑performance customer service and achieve KPIs.
• Improved satisfaction scores by analysing feedback and implementing targeted improvements.
• Ensured full implementation of aftercare processes and completion of all customer concerns.
• Coordinated with internal stakeholders and developers; chaired monthly accounts meetings to monitor budgets and allocate costs.
• Conducted regular 1:1s, appraisals and training; reviewed aftercare work to maintain standards and drive continuous improvement.

Client Services Manager at Paragon Customer Communications (2022-05 – 2022-07)

• Led a team of Account Managers and administrative staff through a period of transition and change.
• Created a skills matrix to highlight support areas within the department and recruited to replace outgoing staff.
• Standardised salaries across the department and approved hybrid working to maximise quality and productivity levels.
• Attended management meetings and delegated team / individual priorities to ensure business needs were achieved.

Customer Care Support Manager (North of England) at Cura Homecare (2021-09 – 2022-01)

• Managed a team of 20+ Customer Care Maintenance Operatives in the North of England to meet all targets.
• Chaired daily calls with Operatives and customers prior to works being actioned, to ensure delivery of a quality service.
• Undertook effective cost control and monitoring of all works carried out, and performed analysis to identify ways to reduce future maintenance costs.
• Dealt with complex work requests to assure customers of works management through to successful completion.
• Provided regular updates to Directors and management team personnel on the achievement of KPIs.
• Liaised closely with all internal stakeholders to ensure cohesive working for the benefit of customers at all times.

Customer Care Manager at Persimmon Homes (2020-09 – 2021-07)

Customer Care Coordinator at Barratt / David Wilson Homes (2019-02 – 2020-09)

Global Customer Service Team Manager at Rayovac Europe Ltd (2018-07 – 2019-02)

Team Manager at Npower (2017-10 – 2018-07)

Team Manager at Atom Bank (2015-12 – 2017-10)

Payment Centre Customer Advisor at Northumbrian Water (2014-08 – 2015-12)

Team Manager at Npower (2000-10 – 2014-08)

Advanced Apprenticeship Level 3 in Business Administration – Newcastle College

Level 2 in Mathematics – Newcastle College

Level 2 in English – Newcastle College

Level 2 in Functional Skills – Newcastle College

GCSE in English and Mathematics – Newcastle College

BTEC National Diploma in Stagecraft – Newcastle College

BTEC National Diploma in IT Applications – Newcastle College

GCSE in English and Mathematics – St Mary's RC Comprehensive