Customer Service Manager | Up to £65,000 | Greater Peterborough Area
We’re recruiting on behalf of a well-established regional housebuilder for an experienced Customer Service Manager to lead their aftercare function and deliver an outstanding customer experience.
This is an excellent opportunity for someone with a background in new build residential customer care who enjoys building relationships, leading a small team, and ensuring homeowners receive a first-class service from handover through to warranty completion.
The Role
Reporting to the Managing Director, you’ll oversee the day-to-day running of the Customer Care department, managing a small team with a mix of Maintenance Operatives and a Customer Care Administrator.
You’ll be responsible for ensuring defects and maintenance issues are resolved efficiently, coordinating subcontractors, managing warranty claims, and acting as the key point of contact for customer escalations. Working closely with internal departments, you’ll play a vital role in maintaining the company’s reputation for quality and customer satisfaction.
Key Responsibilities
- Lead and develop the Customer Care team.
- Manage customer enquiries, defects and complaints through to resolution.
- Coordinate subcontractors to complete remedial works within agreed time scales.
- Liaise with warranty providers including NHBC, LABC and Premier Guarantee.
- Conduct customer visits where required to investigate and resolve issues.
- Monitor customer satisfaction and drive continuous improvements.
- Produce reports on department performance and outstanding works.
- Work collaboratively with Commercial, Construction and Technical teams.
- Ensure all activities comply with Health & Safety and company procedures.
About You
- Previous experience in a Customer Care Manager role within the housebuilding sector.
- Strong knowledge of NHBC, LABC and new build warranty processes.
- Excellent communication and customer relationship management skills.
- Experience managing subcontractors and coordinating defect resolution.
- Strong organisational skills with the ability to prioritise a busy workload.
- A proactive approach and a passion for delivering exceptional customer service.
What’s on Offer
- Company Car / Car Allowance
- Discretional Bonus
- A chance to work for a family friendly developer
- 25 days AL+ bank hols
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