Customer Relations Manager

Thomas Gray; England; On-site; GBP 45,000 - 65,000; Full time

Job summary

Thomas Gray is seeking an experienced Customer Relations Manager to lead a team of Coordinators and Operatives across Kent. You will own defect investigations, diagnose building issues and drive remedial work to close-out with a strong emphasis on customer satisfaction.

The role requires practical, solutions-focused professionals who collaborate with site teams and subcontractors, ensuring updates are clear and empathetic for homeowners throughout the rectification process.

Qualifications

• Experience in customer care management within residential housebuilding or property development.
• Strong technical understanding of residential construction, building pathology, finishes and defect remediation.
• Proven ability to manage coordinators or maintenance operatives and deliver customer-focused outcomes.

Responsibilities

• Manage and mentor the customer care team including coordinators and operatives.
• Be the primary point of contact for homeowners with clear, empathetic updates during rectification.
• Inspect properties to investigate defects and determine corrective actions.
• Collaborate with site, technical and commercial teams to resolve defects and prevent repeats.
• Monitor defect schedules and KPIs, ensuring closure within SLAs.
• Maintain compliance with NHBC guidelines, warranty requirements, Building Regulations and internal standards.
• Adopt a pragmatic, commercially disciplined approach to resolution.

Skills

Customer relations

Site coordination

Dispute resolution

NHBC standards

Communication

Job description

Our client is an award-winning housebuilder with an extensive pipeline of live and forthcoming developments across Kent. In line with sustained regional growth, they are looking to appoint an experienced Customer Relations Manager to work alongside the Head of Customer Service and lead an established team of Coordinators and Operatives.

This is a hands-on, technically focused role where you will take ownership of investigating defects, diagnosing building issues and coordinating remedial works through to timely close-out.

The position requires a practical, solutions-driven professional who can collaborate effectively with site teams and subcontractors, liaise professionally with homeowners and champion exceptional customer satisfaction standards.

Key Responsibilities

• Manage, mentor and support the customer care team, including Coordinators and directly employed Operatives.
• Act as the primary point of contact for homeowners, providing clear, transparent updates and empathetic communication throughout the rectification process.
• Conduct property inspections to investigate reported defects, assess workmanship standards and establish appropriate corrective measures.
• Partner closely with site, technical and commercial departments to resolve complex technical defects and prevent recurring issues.
• Monitor defect schedules, open tickets and customer care KPIs to ensure issues are closed out strictly within agreed SLAs.
• Maintain rigorous compliance with NHBC guidelines, warranty provider requirements, Building Regulations and internal customer care standards.
• Adopt a pragmatic approach to resolution, balancing sound technical evaluation, commercial discipline and positive customer outcomes.

Candidate Profile

• Proven track record within customer relations, aftercare or customer care management, specifically within residential housebuilding or property development.
• Sound technical understanding of residential construction, building pathology, finishes and common defect remediation.
• Demonstrable experience managing customer care coordinators or maintenance operatives.
• Thorough familiarity with NHBC warranty criteria, Consumer Code requirements and modern quality standards.
• Confident verbal and written communicator with sharp dispute resolution and de-escalation skills.
• Full UK driving licence with willingness to travel to developments across Kent.