Field Support Manager - Customer Care

Hygrove Partners Ltd; Wolverhampton; On-site; GBP 32,000 - 39,000; Full time

Job summary

Hygrove Partners is recruiting a Field Support Manager (Customer Care) to lead the aftercare function for their West Midlands builds. You will ensure a first-class service for residents, housing associations and developers from handover to defect close-out.

Based in the UK, the role requires coordinating field teams, visiting sites, tracking KPI performance and maintaining accurate records across our systems. A full UK driving licence is essential.

Qualifications

• Experience in customer care/aftercare or field support in construction or housing.
• Strong organisational and communication skills, calm under pressure.
• Experience coordinating trades or field teams.
• Proficient with IT systems and job management software.
• Full UK driving licence.

Responsibilities

• Managing resident and client queries and aftercare requests from first contact to resolution.
• Coordinating field operatives and subcontractors for defects and repairs.
• Conducting resident visits, pre-handover and post-completion inspections.
• Monitoring KPIs, response times, and customer satisfaction.
• Liaising with housing associations, site teams and developers.
• Maintaining accurate records and job tracking in the company systems.

Skills

Customer care

Field support

Organisation

Communication

Driving licence

Tools

Job management software

Job description

Hygrove Partners are recruiting a Field Support Manager (Customer Care) on behalf of one of the fastest-growing, most modern and exciting construction firms in the UK, delivering new build and social housing projects across the West Midlands.

The Role:

Leading the customer care and aftercare function across new build and social housing schemes, making sure residents, housing association clients and developers receive a first-class service from handover through to defects close-out.

Key Responsibilities:

• Managing resident and client queries, complaints and aftercare requests from first contact to resolution
• Coordinating field operatives and subcontractors to attend defects, snags and reactive repairs promptly
• Conducting resident visits, pre-handover and post-completion inspections
• Monitoring KPIs, response times and customer satisfaction, and reporting to senior management
• Liaising with housing associations, site teams and developers to keep everyone informed
• Ensuring accurate records and job tracking on the company's systems

What We're Looking For:

• Customer care, aftercare or field support experience within construction, new build or social housing
• Strong organisational and communication skills, calm under pressure
• Experience coordinating trades or field teams
• Confident with IT systems and job management software
• Full UK driving licence

What's on Offer:

• £35,000 per annum
• A key role within a fast-expanding, forward-thinking business