Customer Care Manager

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

Job summary

A leading recruitment agency is seeking a Customer Care Manager to spearhead post-completion customer relationships and manage a dedicated team. You will oversee day-to-day operations, focus on customer satisfaction, and drive service improvements. This role requires proven experience in customer service within housebuilding, excellent communication skills, and the ability to lead and develop a team. The position offers a salary up to £65k DOE plus additional benefits.

Benefits

Basic salary up to £65k DOE

Car/car allowance

Bonus

Private medical cover

Enhanced pension scheme

Qualifications

• 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.

Responsibilities

• Oversee the day-to-day operations of the regional customer care team.
• Manage customer complaints, defect resolution, and warranty issues.
• Deliver consistent communication and care to homeowners.

Skills

Customer service management

Conflict resolution

CRM systems

Team leadership

Job description

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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.

Key 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

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

REWARDS AND 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.