Customer Care Manager - New Homes

Wheatstone Solutions; Leicester Forest East; Hybrid; GBP 55,000 - 60,000; Full time

Job summary

A prominent house builder is seeking a Customer Care Manager in Leicester Forest East to oversee customer inspections, manage defect resolutions, and improve service delivery. This role involves both office and site work, requiring excellent communication skills and a strong understanding of building issues. The salary range is £55,000 to £60,000 annually.

Qualifications

• Previous experience in a Customer Service Manager role in the new homes industry.
• Knowledge of NHBC standards.
• Strong understanding of building issues and technical defects.

Responsibilities

• Attend customer inspections post-occupation to provide excellent service.
• Develop work programs for projects and ensure their completion.
• Coordinate with Customer Care Operatives and Contractors for defect resolution.
• Feedback on design trends for future improvements.
• Prepare reports based on inspections for discussion.

Skills

Customer Service Management

NHBC Knowledge

Build and Defects Knowledge

Excellent Communication

Report Writing

IT Proficiency

Job description

Customer Care Manager - Permanent - Midlands - £55,000 - £60,000

Introduction & Role

We are currently representing a House Builder, who are seeking a Customer Care Manager to join their team on a permanent basis.
The position is based both at office and on site.
The Customer Care Manager's focus is attending inspections and meeting with Customers on site post-occupation as well as assisting in pre-inspections of properties prior to handover.
The role requires a strong build knowledge and understanding of technical defects that arise in new build homes in order to diagnose issues that have arisen, as well as the ability to manage larger projects when required to efficiently resolve issues.

Day to day

• Visit customers post-occupation to carry out inspections whilst delivering excellent customer service.
• Put together programme of works for larger projects and ensure works are carried out effectively and efficiently.
• Instruct and liaise with Customer Care Operatives and Contractors to monitor and progress defect resolution.
• Feedback on design/specification trends to ensure future improvements.
• Build thorough knowledge of house types and construction processes.
• Work with Coordinators ensuring they have the necessary information to log and administer issues and reports on the system.
• Write up reports of inspections.
• Assist the Head of Customer Care ad-hoc as required.
• Writing reports from inspections to discuss with the Customer Care department and relevant stakeholders.

Key Skills required

• Previous experience within a Customer Service Manager role in the new homes industry.
• NHBC knowledge.
• Strong build and defects knowledge.
• Flexibility to travel across Midlands sites.
• Excellent communication and customer facing skills.
• Excellent report and email writing skills and proficient with IT.

Please apply below or contact Chris Ellis at Wheatstone Solutions for more information