The Customer Care Manager is responsible for overseeing all post-construction customer service operations, ensuring that clients receive timely and effective responses to their concerns and that defects or snags are resolved to a high standard. This role requires strong leadership, organisational, and communication skills, as well as a deep understanding of construction processes and standards.
Roles & Responsibilities:
- Lead the Customer Care team to ensure prompt and professional handling of all customer queries, complaints, and issues.
- Manage the aftercare process from handover through warranty periods
- Coordinate and schedule remedial work with internal teams, subcontractors, and suppliers.
- Monitor and report on service performance metrics (response times, resolution times, customer satisfaction).
- Maintain accurate records of all customer interactions and works completed using Clixifix defect management systems.
- Drive continuous improvement of customer service processes based on feedback and root cause analysis.
- Ensure compliance with relevant regulations, warranties, and company standards.
- Conduct home demonstrations and assist with handovers when necessary.
- Provide training and support to site teams and subcontractors on customer service standards and expectations.
- Represent the customer voice internally to influence quality improvements in construction delivery.
Qualifications and Experience:
- Proven experience in a customer service or aftercare role within the construction or housebuilding sector.
- Strong knowledge of construction processes, defect resolution.
- Excellent communication, negotiation, and conflict resolution skills.
- Strong leadership and team management abilities.
- Familiarity with defect management software (e.g Clixifix or other)
- Ability to read and interpret construction drawings and specifications is a plus.
- Valid driver’s license (for site visits and inspections).
Preferred Skills:
- Construction related qualification (NVQ)
- Knowledge warranty provider standards.
- Experience working with residential developments or large-scale construction projects.
Working Conditions:
- Office-based with frequent visits to construction sites and customer properties.
