Customer Care Manager – Homebuilder

TSR Nottingham Ltd; England; On-site; GBP 45,000 - 65,000; Full time

Job summary

TSR Nottingham Ltd is seeking an experienced Customer Service Manager to lead the regional customer care function for our housebuilding operations. You will manage a team, drive service standards and ensure a smooth post-purchase experience for new homebuyers.

The role requires strong leadership, excellent communication and a proactive approach to resolving defects, coordinating with site teams and subcontractors, and maintaining quality records and KPI delivery.

Qualifications

• Experience in customer service or care management within a housebuilder or residential construction business.
• Experience managing customer complaints, defects and post-completion issues.
• Strong leadership and communication skills.

Responsibilities

• Lead, motivate and develop the regional customer service team and maintenance technicians.
• Manage customer complaints, escalations and aftercare issues through to resolution.
• Oversee defects, remedial works and maintenance activities to required standards.
• Collaborate with construction teams, site managers and subcontractors to resolve issues and improve build quality.
• Ensure compliance with industry standards, customer care regulations and company procedures.
• Monitor customer satisfaction, service performance and KPIs and drive continuous improvement.
• Support pre-completion inspections and the customer handover process.
• Maintain accurate records and ensure activities comply with health and safety and data protection requirements.

Skills

Customer service management

Leadership

Communication

Problem-solving

Organisational skills

Job description

TSR Nottingham Ltd is seeking an experienced Customer Service Manager to lead the regional customer care function for our housebuilding operations. You will manage a team, drive service standards and ensure a smooth post-purchase experience for new homebuyers.

The role requires strong leadership, excellent communication and a proactive approach to resolving defects, coordinating with site teams and subcontractors, and maintaining quality records and KPI delivery.