Customer Care Manager

A residential contractor who delivers new-build housing developments for both Registered Providers and open market are looking to appoint an experienced Customer Care Manager to oversee and manage the aftercare function across multiple developments.

The role will take responsibility for the delivery of an effective customer care service following the handover of new homes, ensuring customer enquiries, complaints and reported defects are dealt with promptly and professionally. You will manage the aftercare team, whilst working closely with operational, commercial and site teams to ensure a consistent approach to customer care and defect resolution.

Key responsibilities will include:

* Managing the aftercare function and overseeing the day-to-day activities of the Customer Care team.
* Acting as the main point of contact for customers following handover, managing enquiries, complaints and defect notifications through to resolution.
* Ensuring customer communications are acknowledged and responded to within agreed timescales, keeping customers updated throughout the remedial process.
* Taking ownership of the full defects process, from initial notification and investigation through to allocation, rectification and final sign-off.
* Assessing reported defects, establishing priorities and coordinating the appropriate response to ensure issues are resolved efficiently.
* Liaising with Site Managers and Contracts Managers to investigate defects, establish responsibility and agree the most appropriate course of action.
* Managing subcontractors and suppliers responsible for remedial works, ensuring attendance, workmanship and completion meet the required standards and timescales.
* Monitoring subcontractor performance, addressing delays, missed appointments and unsatisfactory remedial works, escalating ongoing issues where necessary.
* Arranging and coordinating site visits, customer inspections and subcontractor appointments, ensuring customers are kept informed of progress.
* Carrying out inspections and quality checks to confirm remedial works have been completed satisfactorily and to the required standard.
* Working with commercial teams to establish subcontractor liabilities and manage the recovery of costs associated with remedial works where appropriate.
* Working with construction teams to ensure outstanding snagging and pre-handover defects are addressed before customers take occupation.
* Monitoring outstanding defects across developments, ensuring overdue items are progressed and urgent or safety-critical issues are dealt with as a priority.
* Identifying recurring defects and workmanship issues, providing feedback to site and construction teams to help improve build quality and reduce repeat problems.
* Maintaining accurate records of customer enquiries, complaints, defects, remedial works and subcontractor instructions using the company's aftercare management system.
* Producing regular reports on outstanding defects, resolution times, overdue works, subcontractor performance and overall customer care performance.
* Monitoring customer satisfaction and identifying opportunities to improve the aftercare process and customer experience.
* Ensuring remedial works undertaken within occupied properties comply with relevant quality, health and safety and customer care requirements.

The successful candidate will have:

* Previous experience in a Customer Care, Aftercare or Defects Management position within the housebuilding or residential construction sector.
* A good understanding of the new-build housing process, construction methods and typical post-handover defects.
* Experience managing an aftercare team and coordinating workloads across multiple developments.
* Strong experience managing subcontractors and suppliers, including challenging performance and ensuring remedial works are completed to the required standard.
* Experience handling customer complaints, resolving issues and managing difficult conversations professionally.
* Good knowledge of quality standards, NHBC requirements and warranty obligations.
* Experience using a customer care or defects management system, ideally Clixifix.
* Strong organisational, communication and problem-solving skills, with the ability to manage competing priorities.
* Good IT and administration skills, including Microsoft Office.
* A full UK driving licence and flexibility to travel between developments.

This is an excellent opportunity for an established Customer Care or Aftercare professional to take responsibility for a key function within a residential construction business, managing the team and driving standards across customer service, defect resolution and build quality.