Customer Care Manager

Randstad Construction and Property; Sunderland; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading construction and property management firm based in Sunderland seeks a proactive Customer Care Manager. The role involves overseeing customer care functions and leading a team to ensure high resident satisfaction. Candidates should have experience in customer care management, excellent communication skills, and proficiency in CRM systems. A valid UK driving license is essential. This is an exciting opportunity to make a significant impact in the social housing sector.

Qualifications

• Proven experience in a Customer Care Management role, ideally within the social housing, construction, or maintenance sector.
• Exceptional communication, negotiation, and conflict resolution skills.
• Strong understanding of defects/snagging processes and building maintenance.

Responsibilities

• Lead, mentor, and motivate the Customer Care team.
• Act as the senior point of escalation for complex customer complaints.
• Oversee the defect management process ensuring adherence to contractual SLAs.

Skills

Communication

Negotiation

Conflict Resolution

Customer Relationship Management

Empathy

Tools

CRM Systems

Microsoft Office Suite

Job description

Our client is looking for a Customer Care Manager to bolster their team, ensuring the highest standards of resident satisfaction across our large‑scale social housing contracts. This is a key role that requires a proactive approach to managing customer relationships, resolving complex issues, and driving continuous improvement in service delivery.

The Role

Based in the regional office, you will be responsible for overseeing the entire customer care function, from initial resident contact through to the final resolution of post‑completion defects and queries. You will act as the key interface between residents, clients (housing associations/local authorities), and our operational teams.

Key Duties and Responsibilities

Team Leadership and Management

• Lead, mentor, and motivate the Customer Care team, conducting regular performance reviews and identifying training needs.
• Manage the Customer Care operative rota and workload to ensure adequate coverage and timely response to all inquiries.
• Establish and maintain clear service standards and Key Performance Indicators (KPIs) for the team.

Customer Relationship Management

• Act as the senior point of escalation for complex or high‑priority customer complaints and issues, ensuring effective and professional resolution.
• Build and maintain strong, positive relationships with residents, client representatives, and internal stakeholders.
• Organise and attend resident meetings and forums to gather feedback and communicate service updates.

Operational Oversight and Improvement

• Oversee the defect management process from logging to close‑out, ensuring adherence to contractual SLAs and quality standards.
• Regularly review customer feedback (surveys, complaints data, etc.) to identify trends, root causes of issues, and areas for process improvement.
• Work collaboratively with Site Managers, Contract Managers, and Subcontractors to ensure a 'right‑first‑time' approach and minimise the need for post‑completion remedial works.
• Prepare and present detailed management reports on customer care performance, defect status, and resident satisfaction to senior leadership.

Compliance and Quality Assurance

• Ensure all customer care activities comply with relevant legislation, company policies, and client contractual requirements.
• Maintain accurate and comprehensive records of all customer interactions and defect resolution steps using the relevant Customer Relationship Management (CRM) system.

Ideal experience and/or qualifications

• Proven experience in a Customer Care Management role, ideally within the social housing, construction, or maintenance sector.
• Exceptional communication, negotiation, and conflict resolution skills.
• A strong understanding of defects/snagging processes and building maintenance.
• Ability to remain calm, empathetic, and professional under pressure.
• Proficiency in using CRM systems and Microsoft Office Suite.
• A valid UK driving licence is essential.

Randstad CPE values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application.

Candidates must be eligible to live and work in the UK.

For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.