Customer Care Operations Manager

Persimmon Homes; Northampton; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading 5-star housebuilder is seeking a Customer Care Operations Manager to drive high standards in customer service across Northamptonshire. In this hands-on role, you'll lead a dedicated team, ensuring customer satisfaction through effective management of operations and issues in the construction sector. This position offers a competitive salary, benefits including a company car, and a commitment to employee development and diversity.

Benefits

Company Car or Car Allowance

Life Cover & Contributory Pension

Employee Benefits Platform

Qualifications

• Proven customer service experience within the construction sector.
• Strong people management and leadership skills.
• Excellent communication and organizational abilities.

Responsibilities

• Manage day-to-day customer care operations across developments.
• Lead a team of Customer Care Maintenance Operatives.
• Oversee escalated customer issues and formal complaints.

Skills

Customer service

People management

Communication

Organizational skills

Tools

Microsoft Office

Job description

Job Title: Customer Care Operations Manager

Location: Northampton, NN4

We're proud to be a 5-star housebuilder, backed by exceptional Trustpilot and HBF reviews, and we're looking for a Customer Care Operations Manager to lead our well-established Customer Care team in the Midlands.

This is your opportunity to step into a high-impact role where your leadership, construction knowledge, and commitment to customer excellence will make a real difference.

Why Join Us?

• Lead an experienced, high-performing regional team
• Represent a 5-star builder with top Trustpilot and HBF ratings
• Champion quality builds and deliver outstanding post-completion care
• Competitive salary
• Company Car or Car Allowance
• Life Cover & Contributory Pension
• Employee Benefits Platform – giving you access to high-street discounts, wellbeing support, and more
• Committed to diversity, inclusion, and empowering your development
  
  

The Role

As Customer Care Operations Manager, you'll manage the day-to-day customer care operations across active and historic developments in Northamptonshire.

This is a site-based role where you'll be hands-on, ensuring our high standards are maintained and our customers receive outstanding service after moving into their new homes.

As a Customer Care Operations Manager, You Will

• Inspect complex defects both independently and jointly with contractors and warranty providers
• Define remedial strategies, and oversee resolution work
• Attend site visits to liaise with customers, site teams, and operatives as needed
• Oversee NHBC/Premier/LABC resolutions and ensure efficient claims handling
• Lead and manage a well-established team of Customer Care Maintenance Operatives
• Manage escalated customer issues and formal complaints with professionalism and care
• Work collaboratively with internal teams across Construction, Sales, Accounts and more
• Maintain compliance with Health & Safety and company policies across all operations
  
  

What We're Looking For

This Customer Care Operations Manager role is ideal for someone with a construction background.

You'll Also Bring

• Proven customer service experience, ideally within the construction sector
• Experience within a trade and knowledge of NHBC/new build processes
• Strong people management and leadership skills
• Excellent communication and organisational abilities
• Good working knowledge of Microsoft Office (Excel and Word)
• A CSCS card (preferred)
  
  

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