Customer Care Manager

Acorn; Exeter; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading company in construction is seeking a Customer Care Manager. This individual will oversee customer service operations post-construction, ensuring client satisfaction and resolution of concerns. The role demands strong leadership and communication skills, along with a solid understanding of construction processes. Candidates should have previous experience in customer service within the construction or housebuilding sector along with knowledge of defect management systems.

Qualifications

• Proven experience in a customer service or aftercare role within the construction sector.
• Excellent communication and conflict resolution skills.
• Strong leadership and team management abilities.

Responsibilities

• Lead the Customer Care team to handle customer queries and complaints.
• Manage the aftercare process from handover through warranty periods.
• Monitor service performance metrics and drive process improvements.

Skills

Leadership

Communication

Organizational skills

Negotiation

Conflict resolution

Education

Experience in customer service or aftercare role

Knowledge of construction processes

Tools

Clixifix

Job description

The Customer Care Manager is responsible for overseeing all post-construction customer service operations, ensuring that clients receive timely and effective responses to their concerns and that defects or snags are resolved to a high standard. This role requires strong leadership, organisational, and communication skills, as well as a deep understanding of construction processes and standards.

• Lead the Customer Care team to ensure prompt and professional handling of all customer queries, complaints, and issues.
• Manage the aftercare process from handover through warranty periods
• Coordinate and schedule remedial work with internal teams, subcontractors, and suppliers.
• Monitor and report on service performance metrics (response times, resolution times, customer satisfaction).
• Maintain accurate records of all customer interactions and works completed using Clixifix defect management systems.
• Drive continuous improvement of customer service processes based on feedback and root cause analysis.
• Ensure compliance with relevant regulations, warranties, and company standards.
• Conduct home demonstrations and assist with handovers when necessary.
• Provide training and support to site teams and subcontractors on customer service standards and expectations.
• Represent the customer voice internally to influence quality improvements in construction delivery.

Qualifications and Experience:

• Proven experience in a customer service or aftercare role within the construction or housebuilding sector.
• Strong knowledge of construction processes, defect resolution.
• Excellent communication, negotiation, and conflict resolution skills.
• Strong leadership and team management abilities.
• Familiarity with defect management software (e.g Clixifix or other)
• Ability to read and interpret construction drawings and specifications is a plus.
• Valid driver’s license (for site visits and inspections).

Preferred Skills:

• Knowledge warranty provider standards.
• Experience working with residential developments or large-scale construction projects.

Working Conditions:

• Office-based with frequent visits to construction sites and customer properties.