Regional Customer Care Manager

Sustainable Building Services; Coventry; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Discretionary Bonus Scheme

Enhanced pension contributions

Employer paid Healthcare Cash Plan

Enhanced Maternity Pay

Employee Assistance Programme and CPD

Job summary

Sustainable Building Services is hiring four Regional Customer Care Managers to lead the regional CLO team, drive performance, and improve customer journeys across multiple regions in England. The role focuses on leadership, process improvement and collaboration with project, operations and SHEQ teams.

Hybrid working with regional offices, regular site attendance and travel are expected. A full UK driving licence is required for this leadership, stakeholder-facing position.

Qualifications

• Two years' experience in customer care, customer experience, resident engagement or service delivery in the construction industry.
• Experience leading, coaching or coordinating colleagues and influencing operational teams.
• Strong communication, organisation and problem-solving skills.
• Experience using customer feedback, complaints and data to improve performance.

Responsibilities

• Provide visible leadership across projects and live sites, working with project, operational, technical and SHEQ teams.
• Ensure robust customer-care across engagement, appointments, surveys, installation, handover, aftercare and complaints.
• Monitor complaints, missed appointments and accessibility issues to drive improvements.
• Own regional customer-care performance reporting and drive improvements using data and customer insight.

Skills

Leadership

Customer care

Communication

Data analysis

CRM systems

Digital proficiency

Stakeholder management

Education

Customer service/management qualification

Tools

CRM software

Microsoft 365

Job description

Regional Customer Care Manager

Location: We are recruiting across a number of regions throughout England

Salary: Competitive, DOE + Company Car / Car Allowance

Contract: Full time, Permanent

Benefits: Discretionary Bonus Scheme, Enhanced pension contributions, Employer paid Healthcare Cash Plan, Enhanced Maternity Pay, Employee Assistance Programme and support for CPD!

Make a real difference to the customer experience

At Sustainable Building Services, we deliver domestic retrofit and energy-efficiency programmes in occupied homes across the UK. Our work can transform homes and improve energy efficiency, but how we communicate and support customers throughout that journey matters just as much.

We're looking for four experienced Regional Customer Care Managers to lead our regional customer care function and Customer Liaison Officer team in the below regions:

• North West
• East Midlands & West Yorkshire
• Midlands
• South

This is a leadership and service-improvement role, rather than a frontline customer-service position.

You'll set high standards, develop people, improve processes and make sure customers receive a clear, respectful, empathetic and transparent experience, while working closely with operational teams to minimise avoidable disruption.

What you'll be responsible for

You'll lead and develop the regional CLO team, setting expectations, managing performance, supporting recruitment and training, and building a culture of accountability, empathy and continuous improvement.

You'll also:

• Provide visible leadership across projects and live sites, working closely with project, operational, technical and SHEQ teams.
• Ensure every project has a robust customer-care approach covering engagement, appointments, surveys, installation, handover, aftercare and complaints.
• Oversee complex or high-risk customer issues and ensure effective service recovery.
• Monitor complaints, missed appointments, access issues and recurring customer concerns, identifying opportunities to improve how SBS operates.
• Ensure customer needs, vulnerabilities, accessibility requirements and reasonable adjustments are recognised and appropriately managed.
• Work with the other Regional Customer Care Managers to establish and maintain one consistent SBS standard for customer care.
• Use customer feedback, data and quality findings to drive practical, measurable improvements.
• Support the development and adoption of CRM, workflow, reporting and other digital customer-care systems.
• Work with Marketing to ensure customer information is clear, accessible, inclusive and easy to understand.
• Own regional customer-care performance reporting, using both data and customer insight.
• Support social value delivery, community engagement and accurate reporting across the region.

What we're looking for

You’ll bring at least two years’ experience in customer care, customer experience, resident/customer engagement or service delivery, within the construction industry.

• Experience leading, coaching or coordinating colleagues and influencing operational teams.
• Confidence managing performance and addressing underperformance when needed.
• Experience working alongside project or operational teams and balancing customer needs with delivery requirements.
• Strong experience using customer feedback, complaints and service data to improve performance.
• Good digital confidence, including CRM/customer records, workflow, reporting and Microsoft 365.
• Strong communication, organisation and problem-solving skills.
• A sound understanding of complaints, confidentiality, data protection, equality, accessibility, vulnerability and safeguarding.
• The resilience to stay calm, fair and evidence-led when dealing with challenging situations.
• The ability to build strong relationships and influence colleagues, clients and senior stakeholders.
• Experience in domestic retrofit, housing, construction, repairs and maintenance, utilities or other services delivered in occupied homes would be highly desirable.
• A relevant customer service, management, housing, community engagement or similar qualification is desirable but equivalent experience will be considered.

The Person

We’re looking for someone who is:

• Customer-focused.
• Accountable.
• Consistent.
• Collaborative.
• Respectful and empathetic.
• Improvement-focused.
• Commercially aware.

You’ll understand how customer experience connects with operational delivery, access, quality, programme performance, client confidence and reputation, and you’ll have the confidence to challenge constructively when something could be done better.

Location & flexibility

The role is based from an SBS regional office or on a hybrid basis, with regular attendance at projects and live sites across the region. The role is 39.5 hours per week, with flexibility to meet operational requirements, and involves regular regional travel and occasional overnight stays.

A full UK driving licence is required.

Join SBS

If you're passionate about putting customers at the heart of delivery, developing people and turning insight into meaningful improvements, we'd love to hear from you.

Bring your leadership, customer focus and improvement mindset to SBS and help us deliver a better experience for every customer, every home and every project.

Our Commitment to You

We are proud to be an equal opportunities employer. We believe in hiring the right person for the job and ensuring a workplace where all individuals are treated fairly and with respect regardless of gender, age, race, family status, sexual orientation, disability, or religious belief.

Ready to make a difference one home at a time