Customer Care Manager

Vento Group Ltd; Leicester Forest East; On-site; GBP 35,000 - 50,000; Full time

Job summary

A growing family-run contractor in the East Midlands is seeking a customer care and defects management professional. This role involves taking charge of the defects process and working closely with clients and site teams to ensure quality delivery. Strong communication and organisational skills are essential, alongside experience in a relevant field. Join a company that values its team and the quality of its work.

Qualifications

• Experience in customer care, defects management, or a similar construction environment.
• Ability to communicate effectively and diffuse tension on site.
• Proactive and solutions-focused with strong organisational skills.

Responsibilities

• Take ownership of the full defects process and ensure timely resolution.
• Coordinate with clients and site managers to maintain workflow.
• Update records and logs to comply with ISO standards.

Skills

Customer care

Defects management

Strong communication skills

Organisational skills

Technical understanding

Education

HNC/HND or equivalent experience

Tools

Relevant IT systems

Job description

Some roles put you in the firing line. This one puts you in the driving seat.

Because instead of firefighting between site teams, clients, and directors, you'll step into a growing, family‑owned contractor where your voice matters — and where customer care is treated as a vital part of delivery, not an afterthought.

This is a role for someone with energy, technical confidence, and the emotional intelligence to walk onto site and earn respect, while still being the calm, credible presence clients rely on during handovers and the defects liability period. Strong enough to push for the right outcome, balanced enough not to create friction.

If that sounds like you, my client would love to meet you.

What you'll do

• Take ownership of the full defects process — identifying issues, coordinating inspections, and ensuring they're resolved properly and on time.
• Meet clients pre‑completion to agree a clear, accurate, and professional approach to recording defects.
• Work closely with site managers and subcontractors to keep everything on track, without undermining relationships.
• Keep directors updated with an honest, balanced view of what's happening on site — factual, not political.
• Maintain ISO‑compliant records and keep defect logs, handover procedures, and documentation fully up to date.
• Oversee end‑of‑DLP inspections and ensure every stakeholder is aligned.
• Feed lessons‑learnt information back into the business to help improve design, materials, and future delivery.
• Make sure every defect is closed out to a standard you're proud to put your name to.

What you'll need

• Experience in customer care, defects management, housing maintenance, development, or a similar construction environment.
• Enough technical understanding to gain respect on site and speak confidently with clients.
• Strong communication skills and the ability to diffuse tension rather than create it.
• A proactive, energetic, solutions‑focused approach.
• Solid organisational skills and the ability to stay ahead of deadlines.
• Good IT skills and familiarity with relevant systems.
• A calm, professional manner — even when things get busy.
• HNC/HND or equivalent experience.

About the company

A growing, family‑run contractor working with councils and housing associations across the East Midlands. They're proud of the quality of their work — and even prouder of the way they treat people. You'll join a supportive team where customer care is valued, your judgement is trusted, and your role has a direct impact on the company's reputation.