Residential Customer Care Manager: Defects & Aftercare

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

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.