Aftercare & Defect Resolution Manager

Homes by Carlton; Newton Aycliffe; Remote; GBP 40,000 - 56,000; Full time

Benefits offered by this job

Competitive salary

Training & development opportunities

Varied role with exposure to multiple

Supportive working environment

Contribution to growth of North East

Job summary

Homes by Carlton in the North East is seeking an experienced Customer Care Manager to own the aftercare service and drive quality across new homes. You will handle defects, enquiries and complaints from report to resolution, coordinating remedies with trades and suppliers while keeping homeowners informed with clear updates.

You will work closely with Construction, Technical, Commercial and Sales teams, using Clixifix for case records and reporting, travel across developments and maintain high

Qualifications

• Experience in customer care, aftercare, or site-related roles within residential housebuilding.
• Ability to diagnose root causes of defects across trades.
• Experience inspecting completed homes and coordinating remedial works.
• Strong customer-facing skills and de-escalation experience.
• Knowledge of Clixifix defect management, communications, and reporting.
• Willingness to travel and hold a UK driving licence.

Responsibilities

• Owning customer care cases from first contact through to completion, providing clear and timely updates throughout.
• Visiting customers' homes, inspecting reported issues and identifying the nature, extent and likely root cause of defects.
• Preparing clear scopes of remedial work and coordinating the correct subcontractors, suppliers or specialist input.
• Ensuring remedial works are completed within KPI timescales, to the required standard and that repeat or incomplete work is addressed.
• Managing difficult or sensitive conversations professionally, setting realistic expectations while protecting the company's position.
• Maintaining complete and accurate records within Clixifix, including communications, inspections, appointments, actions, costs and outcomes.
• Prioritising urgent or high-risk matters and escalating structural, safety-critical or legally sensitive issues appropriately.
• Identifying recurring defects and sharing lessons learned with the wider business to improve build quality.

Skills

Customer care

Construction knowledge

Site management

Quality inspection

Clixifix knowledge

Tools

Clixifix

Job description

Homes by Carlton in the North East is seeking an experienced Customer Care Manager to own the aftercare service and drive quality across new homes. You will handle defects, enquiries and complaints from report to resolution, coordinating remedies with trades and suppliers while keeping homeowners informed with clear updates.

You will work closely with Construction, Technical, Commercial and Sales teams, using Clixifix for case records and reporting, travel across developments and maintain high