Customer Care & Quality Manager

ZipRecruiter; London; Hybrid; GBP 100,000 - 125,000; Full time

Job summary

An established industry player is seeking a Customer Care & Quality Manager to lead a dedicated team during a transformative period. This role is pivotal in enhancing customer experiences, managing defect resolutions, and collaborating with various teams to ensure high standards. The ideal candidate will possess strong leadership skills and a passion for process improvement. If you're ready to make a significant impact in a dynamic environment, this opportunity is for you!

Qualifications

• Strong leadership capability and experience in defect management.
• Ability to quickly grasp technical processes and improve customer service.

Responsibilities

• Lead and manage the Customer Care & Quality Team effectively.
• Monitor KPIs and ensure timely defect logging and resolution.
• Collaborate with teams to ensure contractors complete works on time.

Skills

Leadership

Process Improvement

Defect Management

Cross-Functional Collaboration

Customer Service

Tools

CRM Systems

Excel

Reporting Tools

Job description

Job Description

Customer Care & Quality Manager

Location: South London (Hybrid – 3 days in office: Tues/Wed/Thurs in Croydon)

Rate: £32.44 per hour

Contract: Ongoing interim position

Join the Customer Experience Directorate within a leading Housing Group as we undergo a major transformation to enhance our services, systems and culture.

We're seeking a Customer Care & Quality Manager to lead a high-performing team focused on ensuring exceptional customer service and defect resolution during the new home warranty period.

This role is critical in managing the customer journey from handover to resolution, working closely with internal teams and external contractors to ensure standards are met and issues are resolved promptly. You'll be responsible for overseeing a Team Leader and approximately nine Customer Care & Quality Executives who log and track all defects.

We’re looking for someone with strong leadership capability, a keen eye for process improvement, and confidence in working cross-functionally in a fast-paced environment. Experience in defect management is highly desirable, but we will consider candidates with excellent management skills and a proven ability to quickly grasp technical processes.

Key Responsibilities:

• Lead and manage the Customer Care & Quality Team, including a Team Leader and defect logging staff.
• Monitor team KPIs, ensuring timely and accurate defect logging and resolution.
• Set and maintain benchmark snagging and handover standards in line with Employer Requirements.
• Collaborate with Delivery and Construction teams to ensure contractors complete works on time.
• Escalate and resolve complex or delayed cases in coordination with stakeholders.
• Drive team performance through coaching, development, and motivation.
• Ensure robust use of CRM systems, Excel, and reporting tools to track progress and inform decisions.

This is an exciting opportunity to make a real impact during a period of meaningful change. If you're a hands-on leader with a passion for delivering high-quality customer experiences, we want to hear from you.

To find out more information please contact Lily at [e-mail]

Recruitment is done in line with safe recruitment practices. We are an equal opportunity agency.