Customer Care Manager

Bromford; Bristol; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A housing association in the UK is seeking a Customer Care Manager to lead their post-completion aftercare service. The role involves managing a team, ensuring defects are addressed, and developing service strategies. Ideal candidates will have strong leadership skills, customer care experience, and technical knowledge of housebuilding. This is a permanent, full-time role with hybrid working options available.

Qualifications

• Experience as a leader with customer care experience, ideally within a housing association development environment.
• Strong technical knowledge of housebuilding and experience working with external contractors.
• Excellent leadership and communication skills.

Responsibilities

• Lead and manage the post-completion aftercare service.
• Ensure defects are handled efficiently.
• Manage complaints at stage 1 and 2, escalating when necessary.

Skills

Customer care experience

Leadership

Technical knowledge of housebuilding

Problem-solving

Interpersonal skills

Attention to detail

Motivation and development of team

Education

Degree education or significant experience in a similar role

Job description

We are looking for a customer care manager who can lead a team, shape our aftercare service, and ensure every customer thrives in their new home. If you are passionate about delivering exceptional post-completion service and enjoy motivating and developing teams, we want to hear from you.

Join Bromford, part of Bromford Flagship, and become part of a leading housing provider delivering community-focused services across the Midlands and South West, all backed by the scale and ambition of the Bromford Flagship group. Bromford is a top 10 developing housing association with aspirations to be top 5. We aim to build at least 12,000 high-quality homes where customers can feel safe, secure, and proud.

In this role you'll lead and manage the post-completion aftercare service, ensuring defects are handled efficiently and customers receive a high-quality experience from day one. You will set the direction for the service, lead and develop regional defects coordinators, and oversee performance against KPI standards.
You will manage complaints at stage 1 and 2, escalating when necessary, and support submissions to the Housing Ombudsman. Building strong relationships with internal teams, developers, contractors, and partners will be key to delivering an excellent customer service.

This role permanent and full time. You can be based from either of our main offices in Chipping Sodbury or Tewkesbury with some travel required. Hybrid working is available.

You will have:

• Experience as a leader with customer care experience, ideally within a housing association development environment
• Strong technical knowledge of housebuilding and experience working with external contractors
• The ability to troubleshoot and resolve defects effectively
• Experience developing service strategies and key performance indicators
• Ability to understand and interpret legal contractual documents
• Ability to balance customer needs with business requirements
• A strong customer focus and attention to detail
• The ability to motivate, develop, and support a team
• Degree educated or significant experience in a similar role
• Excellent leadership, problem-solving, interpersonal, and communication skills
• Able to complete a basic DBS check

The closing date is 7 December with first stage interviews taking place 18 and 19 December.

If you are ready to lead a team that delivers outstanding post-completion service and make a real difference to customers' homes, apply today.