Customer Care Manager

Cityscape Recruitment; Dunstable; On-site; GBP 55,000 - 65,000; Full time

Job summary

A national residential developer is seeking an experienced Customer Care Manager to lead their customer service team in Dunstable, ensuring high standards of customer satisfaction. This role requires a background in customer service within the construction sector and strong skills in conflict resolution and team leadership. The position offers a salary up to £65k DOE with additional benefits including a car allowance and private medical cover.

Benefits

Car/car allowance

Bonus

Private medical cover

Enhanced pension scheme

Qualifications

• Proven experience in customer service or aftercare management within the construction sector.
• Strong understanding of NHBC guidelines and building processes.
• Organized and solutions-focused.

Responsibilities

• Oversee day-to-day operations of the customer care team.
• Manage customer complaints and warranty issues.
• Lead and motivate a team to provide excellent service.

Skills

Customer service experience

Conflict resolution skills

Communication skills

Leadership

Tools

CRM systems

Reporting tools

Job description

Overview

Customer Care Manager - National Residential Developer

Up to £65k DOE plus company package

Hertfordshire / Bedfordshire

About the company

Are you passionate about delivering exceptional customer service and driving continuous improvement. Our client are looking for an experienced Customer Care Manager to lead their regional customer service function and ensure their homeowners enjoy the quality, reliability, and support they deserve.

About the Role

As Customer Care Manager, you will be the face of the business post-completion—managing customer relationships, resolving issues efficiently, and leading a dedicated team of coordinators and operatives. Your focus will be on maintaining our high standards, managing warranty issues, and ensuring customer satisfaction across our developments.

Responsibilities

• Oversee the day-to-day operations of the regional customer care team
• Manage customer complaints, defect resolution, and warranty issues in line with NHBC and company standards
• Coordinate with site, technical, and subcontractor teams to ensure timely resolution of issues
• Monitor KPIs and feedback to drive service improvements
• Deliver consistent communication and care to homeowners throughout the post-completion journey
• Lead and motivate a team to provide exceptional service

Benefits

The salary will be dependent on the level of exposure to the residential industry. The company offers excellent opportunities and offers a basic salary in the region of up to £65k DOE. In addition to the basic salary there will be further company benefits including car/car allowance, bonus, private medical cover and enhanced pension scheme.

Requirements

• Proven experience in a customer service or aftercare management role within housebuilding or construction
• Strong understanding of NHBC guidelines and building processes
• Excellent communication and conflict-resolution skills
• Organised, calm under pressure, and solutions-focused
• Confident working with CRM systems and reporting tools
• Leadership experience with the ability to coach and develop a team