We are currently recruiting for a Customer Care Manager on behalf of a prestigious 5-star housebuilder based in Cheshire.
In this role, you will lead and develop a high-performing team of five Customer Care Coordinators, ensuring exceptional service delivery and customer satisfaction at every stage of the homeowner journey.
As Customer Care Office Manager, you will oversee the frontline of our customer service operation, managing a team of Coordinators and Administrators dedicated to providing timely, empathetic, and professional support. Your leadership will be instrumental in maintaining the highest standards of customer care, driving team performance, achieving service targets, and ensuring every customer receives a positive and seamless experience with the business.
- Lead and manage the Customer Care Office team, providing coaching, support, and structure to enable them to perform at their best.
- Oversee all customer communications – ensuring every enquiry, issue, or concern is handled professionally, promptly, and in line with agreed SLAs.
- Drive performance and consistency, supporting your team to meet service targets and ensuring all systems and processes are followed with precision.
- Maintain a deep working knowledge of internal systems and procedures, using this to manage team performance and uphold governance and compliance.
- Identify and resolve customer escalations, working proactively to resolve issues before they become complaints, and supporting the Head of Customer Care when complaints do arise.
- Collaborate with internal teams – especially the Customer Care Operations Manager, Construction, and Supply Chain – to ensure smooth coordination and resolution of remedial works
- Monitor and manage cost control, ensuring contra-charging is accurately recorded and that processes for authorisation and accountability are followed.
- Champion customer satisfaction, leading efforts to improve outcomes on NHBC Customer Satisfaction Surveys and other customer experience metrics.
- Visit sites as required, attending meetings with customers and operational colleagues to support strong, joined-up service delivery.
- Oversee and monitor key activities aligned to our Customer Care Timeline, ensuring full compliance with the New Homes Quality Code. Use this insight to highlight both successes and areas for improvement across the business.
- Champion and support a culture of customer service excellence, driving performance towards our stretch targets. With our HBF 5-star status as the benchmark, ensure continuous improvement remains at the heart of everything we do
We are looking for a confident people leader and strong communicator who brings structure, energy, and empathy to their work. You should:
- Have a strong background working for a Housebuilder
- Have proven experience managing or helping to lead a high-performing customer care team – ideally with a track record of influencing process, coaching others, and driving improvement.
- Be a natural problem solver who remains calm and positive under pressure.
- Possess excellent verbal and written communication skills, with a clear, professional and empathetic style.
- Be customer-obsessed, with a deep understanding of what great service looks like and how to deliver it.
- Have strong IT skills, including confidence using Microsoft Excel and PowerPoint, and a quick grasp of new systems.
- Thrive in a fast-paced environment where priorities can shift and no two days are the same.
- Be proactive, highly organised, and capable of leading a team with both care and accountability
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