Customer Care Manager

Fawkes and Reece; Southall; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading residential developer in Southall is seeking a Customer Care Manager to ensure high-quality home delivery and effective management of customer defects. This role requires building strong professional relationships, maintaining communication with customers, and driving continuous improvement in build quality. The ideal candidate will have excellent organisational skills and a commitment to customer satisfaction. Join a dynamic team that values integrity and innovation in delivering exceptional homes.

Benefits

Bonus Scheme

Qualifications

• Builds strong relationships with contractors and customers.
• Stays calm and effective in challenging situations.
• Manages time efficiently and works in a structured manner.

Responsibilities

• Liaise with customers from legal completion to the warranty period.
• Carry out quality inspections and manage defect reporting.
• Monitor general estate areas and assist team development.

Skills

Relationship Management

Communication

Resilience

Adaptability

Organisational Skills

Attention to Detail

Job description

Location: Southall
Salary: £Neg
Contract: Permanent
Type: Full Time

Reference: 123591_1768478484
Posted: January 15, 2026

An exciting opportunity for a Customer Care Manager within Berkeley Homes, a leading UK residential developer renowned for its commitment to quality, place making, and long-term stewardship. The role reflects Berkeley's strong values of putting customers first, delivering exceptional homes and neighbourhoods, and maintaining the highest standards of service. Supporting homeowners throughout their journey, the position champions clear communication, proactive problem-solving, and a professional, customer-focused approach that upholds Berkeley's reputation for excellence and care beyond completion.

About the role of Customer Care Manager

The Customer Care Manager is responsible for ensuring the delivery of high-quality homes through effective quality assurance. The role manages customer defects from legal completion throughout the warranty period, ensuring timely and professional resolution. By identifying and analysing defect trends, the Customer Care Manager works closely with project teams to reduce defects and drive continuous improvement in build quality and customer satisfaction.

Responsibilities for Customer Care Manager

• Liaise and correspond with customer at point of legal completion through to the end of the warranty period.
• Carry out the Quality inspection and de-snag of properties and record on electronic snagging system
• Produce reports to identify defect trends and feedback those and potential solutions during relevant meetings working in conjunction with the project team to drive down defect levels.
• Record all defects raised on C360 and issue defect notices to contractors
• Regularly inspect / monitor the general estate areas within your portfolio
• To assist and develop any team member directly reporting to you.

Requirements for Customer Care Manager

• Relationship Management & Communication: Builds strong, professional relationships with contractors, colleagues, and customers through clear, accurate, and audience-appropriate communication.
• Resilience & Adaptability: Remains calm and effective in challenging situations, responding positively to change and maintaining performance in a dynamic environment.
• Organisation & Determination: Manages time efficiently, works in a structured manner, and demonstrates persistence in overcoming obstacles to achieve quality outcomes.
• Quality Focus & Thoroughness: Consistently delivers work to a high standard, with strong attention to detail and a commitment to continuous improvement in.
• Initiative, Innovation & Integrity: Proactively identifies solutions, encourages new ideas, and operates with honesty and integrity, fully reflecting Berkeley's values.

What we offer for a Customer Care Manager

• Bonus Scheme

If you want to hear more about this Customer Care Manager role please apply with an up-to-date copy of your CV or contact Elizabeth Holke in our London Office on 07856918074.