Customer Care Operations Manager

Persimmon plc; United Kingdom; On-site; GBP 48,000 - 64,000; Full time

Benefits offered by this job

Company Van

Life Cover

Contributory Pension

Employee Benefits Platform

Job summary

Persimmon Homes West Yorkshire is seeking a proactive Customer Care Operations Manager to lead the Customer Care Maintenance Operatives and drive customer satisfaction in line with company standards.

You will oversee defect diagnosis, remedial strategies, and process escalations, working closely with site teams and contractors to ensure NHBC and company KPIs are met while maintaining a strong focus on health and safety policy compliance.

Qualifications

• Customer service experience is essential.
• Experience of managing a team.
• Excellent communication skills, both written and verbal.
• Fully conversant with Microsoft Office suite.

Responsibilities

• Manage the Customer Care Maintenance Operatives and ensure KPI targets.
• Diagnose defects and oversee remedial strategy for complaints.
• Identify and resolve customer escalations and support resolutions of formal complaints.
• Attend site as required to meet customers and the site team.
• Collaborate with Construction, Sales and Accounts to meet KPIs.
• Ensure compliance with HS&E policy and team duties.

Skills

Customer Service

Team Management

Communication Skills

Microsoft Excel

Microsoft Word

Tools

Microsoft Excel

Microsoft Word

Job description

Your Rights

Location: Persimmon Homes West Yorkshire

Contract Type: Permanent Full Time

Closing Date: 26 August 2026

Salary: Competitive Salary & Package

Specific Hours: 39

Customer Care Operations Manager

Job Title: Customer Care Operations Manager

Location:

Looking for a career where your ambition meets real opportunity? Join Persimmon Homes as a Customer Care Operations Manager and step into a role where your success is celebrated, your growth supported, and your work truly matters.

Why Persimmon Homes?

At Persimmon, we don’t just build homes — we build careers. When you join us as a Customer Care Operations Manager, you’ll benefit from:

• Company Van
• 5* housebuilder -Be part of a company that consistently delivers quality homes and outstanding customer satisfaction
• 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

What is the role?

The purpose of the role is to manage the Customer Care Maintenance Operatives, delivering excellent customer satisfaction in accordance with Company Guidelines, Group Standards and Procedures for Customer Care.

Primary Responsibilities

• Managing the department team effectively, including setting clear standards in the workplace, monitoring performance and coaching and training of all team members to ensure employees achieve company KPIs and maintain NHBC Customer Satisfaction and company standards.
• Diagnosing complex defects, being responsible for the remedial strategy and overseeing the works related to formal complaints in accordance with Company Standards.
• Being responsible for identifying and resolving customer escalations (pre‑complaint), as well as supporting the resolution of all formal complaints in accordance with company procedure.
• Attending site as and when required to meet with customers, the site team and the Customer Care Maintenance Operatives.
• Managing all NHBC / Premier / LABC resolutions and claims, working closely with the Customer Care department.
• Working cohesively with contractors and Customer Care colleagues as well as other departments across the company (i.e., Construction, Sales, and Accounts) to ensure communication is optimal and the company achieves its KPIs.
• Complying with responsibilities as defined in the Group's HS&E Policy and ensure compliance throughout the team.

What experience do I need?

• Customer Service experience is essential.
• Trade related experience is essential.
• Experience of managing a team.
• Excellent communication skills, both written and verbal.
• Fully conversant with Microsoft Package, including Excel and Word.