Aftercare & Quality Lead — New Homes

Homes by Carlton; North East; On-site; GBP 42,000 - 60,000; Full time

Benefits offered by this job

Training & development

Varied role

Growth opportunities

Supportive environment

Job summary

Homes by Carlton is seeking an experienced Customer Care Manager to own the aftercare service, from initial report to final resolution. You will assess defects, coordinate technical responses, and keep homeowners informed with a focus on addressing root causes rather than symptoms.

As part of a collaborative North East team, you will work with Construction, Technical, Commercial and Sales colleagues, managing cases in Clixifix and ensuring timely, quality remedial work across developments.

Qualifications

• Experience in customer care/aftercare in residential housebuilding.
• Ability to diagnose common defects and root causes.
• Experience inspecting completed homes and coordinating remedial works.
• Strong customer-facing skills and de-escalation ability.
• UK driving licence and willingness to travel between developments.

Responsibilities

• Own customer care cases from first contact to completion with updates.
• Visit homes to inspect issues and identify defects and root causes.
• Prepare scopes of remedial work and coordinate subcontractors/suppliers.
• Ensure remedial works meet KPI timescales and quality standards.
• Maintain accurate case records in Clixifix and report progress.

Skills

Customer care

Aftercare

Construction

Site management

Quality inspection

Tools

Clixifix

Job description

Homes by Carlton is seeking an experienced Customer Care Manager to own the aftercare service, from initial report to final resolution. You will assess defects, coordinate technical responses, and keep homeowners informed with a focus on addressing root causes rather than symptoms.

As part of a collaborative North East team, you will work with Construction, Technical, Commercial and Sales colleagues, managing cases in Clixifix and ensuring timely, quality remedial work across developments.