Customer Care Manager

Are you an experienced Customer Care Manager or Senior Coordinator ready to step into a leadership role? A respected and established residential developer known for delivering high-quality, affordable new build homes in Surrey is hiring a Customer Care Manager to join their growing team.

Location: Surrey
Position: Customer Care Manager
Industry: House building / Construction / Property Development

Job Overview:
As a Customer Care Manager, you will support homeowner's post-completion, leading a small team to manage customer queries, coordinate defect resolution, and maintain the highest standards of service. You'll work closely with site teams and subcontractors to ensure smooth and timely aftercare delivery.

Key Responsibilities:

Manage and lead the customer care coordination team
Oversee the customer journey from handover to defect resolution
Handle escalated issues and ensure timely resolutions
Schedule and monitor works with engineers and subcontractors
Maintain accurate records using the CRM system
Ensure compliance with NHBC standards and internal processes
Report on customer care performance and identify service improvementsCandidate Requirements:

Experience in customer care within house building or construction
Strong understanding of NHBC guidelines and the new build process
Excellent communication and leadership skills
Organised, proactive, and customer-focused
Ability to manage a team and build stron...