Customer Care Manager

Fawkes and Reece; Birmingham; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading residential developer in Birmingham is seeking a Customer Care Manager to join their expanding team. The role involves managing customer queries and overseeing a small team to ensure exceptional service delivery post-completion. Candidates should possess strong leadership skills and experience in customer care within the construction sector. This position promises opportunities for career growth within a supportive environment.

Benefits

Company pension

Private medical insurance

Career development and internal progression opportunities

Qualifications

• Experience in customer care within house building or construction.
• Strong understanding of NHBC guidelines.
• Ability to manage a team and build strong relationships with subcontractors.

Responsibilities

• Manage and lead the customer care coordination team.
• Oversee the customer journey from handover to defect resolution.
• Report on customer care performance and identify service improvements.

Skills

Excellent communication

Leadership

Organised

Customer-focused

Tools

CRM system

Job description

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 Birmingham is hiring a Customer Care Manager to join their growing team.

Location: Birmingham
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 improvements

Candidate 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 strong relationships with subcontractors

Benefits Package:

• Company pension
• Private medical insurance
• Career development and internal progression opportunities

Apply Now:
Ready to take the next step in your Customer Care career?
Contact Max Davies on 07545 438316 or apply via the link