Customer Care Manager

Axon Moore; Preston; On-site; GBP 36,000 - 44,000; Full time

Benefits offered by this job

Annual bonus

25 days holiday

8 bank holidays

Office parking

Office-based in Preston

Job summary

Axon Moore is recruiting a Customer Care Manager for an office-based role in Preston. The position leads the customer care and aftercare function, working with housebuilders, homeowners and internal teams to resolve issues professionally and efficiently.

You will report to the Commercial Director and drive improvements, setting service standards and shaping how customer care is delivered with ample progression opportunities.

Qualifications

• Experience managing a customer service, customer care or aftercare team.
• Background in flooring, housebuilding, construction, interiors or related sector advantageous.
• Experience handling complaints, resolving defects and managing customer expectations.
• Strong relationship management with business clients.
• Proven leadership and people management skills.
• Excellent organisation, communication, negotiation and problem-solving abilities.
• Commercial awareness and ability to manage competing priorities.
• Good working knowledge of Microsoft Office and CRM systems.

Responsibilities

• Build relationships with housebuilder Customer Care Teams, Site Managers, Contracts Managers and Commercial Teams.
• Attend client meetings to review performance, discuss issues and agree actions.
• Manage expectations, handle challenging conversations and find practical solutions.
• Support client retention through consistently high service standards.
• Oversee enquiries, complaints, defects, remedial requests and warranty issues from start to finish.
• Ensure issues are logged, investigated and resolved within agreed timescales.
• Prioritise cases, monitor outstanding issues and prevent delays or escalations.
• Keep customers informed with proactive communication and a solutions-focused approach.
• Coordinate remedial fitting teams, subcontractors and suppliers.
• Schedule site visits efficiently, maximising productivity and minimising customer disruption.
• Monitor remedial work through to satisfactory completion.
• Identify recurring issues and work with installation and production teams to improve quality and reduce repeat visits.
• Lead and support Customer Service Administrators and Aftercare Coordinators.
• Set clear expectations, manage workloads and maintain consistent service standards.
• Provide coaching, feedback and performance reviews.
• Build a positive, customer-focused culture where people take ownership and work together to get results.
• Produce reports covering customer satisfaction, complaint volumes, response times and outstanding defects.
• Monitor KPIs, service levels and first-time fix rates.
• Identify trends and implement improvements to reduce repeat complaints.
• Maintain accurate records, uphold quality standards and support health and safety compliance, audits and client reviews.

Skills

Customer service leadership

Relationship management

Problem solving

Team coaching

Tools

CRM systems

Job description

Customer Care Manager | Permanent | Office Based

Preston, Lancashire | £40,000 plus annual bonus | 25 days' holiday plus 8 bank holidays

Love turning customer problems into positive outcomes?

I'm recruiting a Customer Care Manager on behalf of an established business within the construction and home improvements sector, based in Preston.

This is a fantastic opportunity for a customer-focused leader who enjoys building relationships, solving problems and bringing out the best in a team. You'll take ownership of the customer care and aftercare function, working with housebuilder clients, homeowners and internal teams to ensure issues are resolved professionally and efficiently.

Reporting to the Commercial Director, you'll have the opportunity to make your mark, improve service standards and shape the way customer care is delivered, with a LOT of room for progression!

WHAT'S ON OFFER?

• £40,000 basic salary plus annual bonus
• 25 days' holiday plus 8 bank holidays
• Monday to Friday, 9am-5:30pm with a one-hour lunch
• Office-based in Preston with free parking
• A key leadership role with the opportunity to drive improvements and develop a team

WHAT WILL YOU BE DOING?

Building strong client relationships

• Build relationships with housebuilder Customer Care Teams, Site Managers, Contracts Managers and Commercial Teams.
• Attend client meetings to review performance, discuss issues and agree actions.
• Manage expectations, handle challenging conversations and find practical solutions.
• Support client retention through consistently high service standards.

Managing customer care and aftercare

• Oversee enquiries, complaints, defects, remedial requests and warranty issues from start to finish.
• Ensure issues are logged, investigated and resolved within agreed timescales.
• Prioritise cases, monitor outstanding issues and prevent delays or escalations.
• Keep customers informed with proactive communication and a solutions-focused approach.

Keeping operations on track

• Coordinate remedial fitting teams, subcontractors and suppliers.
• Schedule site visits efficiently, maximising productivity and minimising customer disruption.
• Monitor remedial work through to satisfactory completion.
• Identify recurring issues and work with installation and production teams to improve quality and reduce repeat visits.

Leading and developing your team

• Lead and support Customer Service Administrators and Aftercare Coordinators.
• Set clear expectations, manage workloads and maintain consistent service standards.
• Provide coaching, feedback and performance reviews.
• Build a positive, customer-focused culture where people take ownership and work together to get results.

Driving performance and quality

• Produce reports covering customer satisfaction, complaint volumes, response times and outstanding defects.
• Monitor KPIs, service levels and first-time fix rates.
• Identify trends and implement improvements to reduce repeat complaints.
• Maintain accurate records, uphold quality standards and support health and safety compliance, audits and client reviews.

WHAT ARE WE LOOKING FOR?

I'm keen to speak with people who combine excellent customer service skills with the confidence to lead a team, manage challenging situations and build strong commercial relationships.

You’ll ideally have:

• Experience managing a customer service, customer care or aftercare team.
• A background in flooring, housebuilding, construction, interiors or a related sector would be a distinct advantage.
• Experience handling complaints, resolving defects and managing customer expectations.
• Strong relationship management skills, particularly with business clients.
• Proven leadership and people management skills.
• Excellent organisation, communication, negotiation and problem-solving abilities.
• Commercial awareness and the ability to manage competing priorities.
• Good working knowledge of Microsoft Office and CRM systems.

It would be a bonus if you have experience with regional or national housebuilders, flooring products and installation processes, NHBC requirements or new-build warranties, and coordinating subcontractors, installers or field-based teams.

You don't need to tick every box. If you have relevant customer care leadership experience and a track record of delivering results, I'd still love to hear from you.

HOW WILL YOU MAKE AN IMPACT?

You’ll help improve customer satisfaction, strengthen client relationships, reduce outstanding defects and repeat complaints, improve first-time fix rates and develop a motivated, effective team.

WHY CONSIDER THIS OPPORTUNITY?

This is much more than managing complaints. It's your chance to take ownership of an important business function, develop people, strengthen key client relationships and make a tangible difference to service quality and business performance.