About Wain Homes
Wain Homes is a thriving, privately owned housebuilder with more than 50 years of success behind us – and we're still growing. We're a team that backs each other, celebrates wins, and builds careers together. Whether you're stepping up or bringing established experience, this is a place where your ideas are heard and your impact is felt.
As part of our continued growth, we are seeking a Customer Care Manager to join our business.
The Role
The Customer Care Manager will be a key member of the regional team, responsible for managing the Customer Care function and ensuring an excellent customer experience from legal completion through to the end of the defects period.
This is a hands-on management role requiring strong leadership experience, a customer-focused mindset, and a thorough understanding of post-completion processes within the housebuilding industry. You will be responsible for maintaining standards, driving performance, and embedding a culture of ownership, accountability, and continuous improvement across the Customer Care team.
This role suits someone who thrives in a fast-paced environment, enjoys collaborating with operational teams, and is passionate about delivering high levels of customer satisfaction.
Key Responsibilities
* Lead, manage and develop the regional Customer Care team, providing clear direction, support and ongoing development
* Take responsibility for the delivery of Customer Care services, ensuring customers receive a professional, timely and empathetic service at all times
* Oversee the management of defects and remedial works from completion through the warranty period, ensuring issues are prioritised and resolved efficiently
* Monitor and drive performance against Customer Care KPIs, including response times, completion times and customer satisfaction scores
* Act as an escalation point for complex or sensitive customer issues, complaints and disputes, ensuring fair and consistent outcomes
* Work closely with Construction, Commercial, Sales and Technical teams to identify root causes of recurring defects and drive improvements in build quality and processes
* Support the management of Customer Care budgets, including cost control of remedial works and external contractors
* Ensure compliance with NHBC, warranty provider requirements, New Homes Ombudsman obligations and internal policies and procedures
* Oversee the effective use of Customer Care systems, ensuring accurate record keeping, reporting and data analysis
* Prepare regular reports for senior management on Customer Care performance, trends and risks, providing insight and recommendations
* Promote a strong customer-first culture across the business, role modelling best practice and professional standards
This list is non-exhaustive.
Desirable Skills and Experience
* Proven experience in a Customer Care, Aftercare or Customer Service management role within the housebuilding or construction industry
* Strong understanding of housebuilding processes, defects management and warranty requirements
* Excellent communication and interpersonal skills, with the ability to build credibility and trust with customers and colleagues at all levels
* A calm, solutions-focused approach with the ability to manage challenging situations professionally
* Strong organisational skills with the ability to prioritise workload and manage multiple issues simultaneously
* Experience of leading, motivating and developing teams in a fast-paced environment
* Good IT skills, including Microsoft Office, and experience of Customer Care or CRM systems
* The ability to embrace and role model our company values: One Wain, Rise to the Challenge, Keep it Real, Everyone Counts, and Take Pride
Benefits Package
* Competitive salary
* Annual bonus scheme
* Car allowance and option to join the Hybrid & Electric Salary Sacrifice Car Scheme (T&Cs apply)
* Life insurance
* Private Medical Insurance
* 24 days holiday (increasing by 1 day after 2 years of continuous service, up to a maximum of 28 days)
* Pension scheme
* WeCare Employee Assistance Programme
* Annual Volunteering Day
How to Apply
For further information on this position, or to apply, please attach a copy of your CV with a brief covering email to by 19 March 2026.
Inclusion & Diversity
Inclusion and Diversity are paramount to us at Wain Homes. All applicants and colleagues are treated fairly and respectfully, regardless of any protected characteristics. If you require assistance or reasonable adjustments during the application process, please do not hesitate to contact us — we are always happy to help.
Recruitment Agencies
Recruitment agencies are requested not to submit speculative CVs. We do not accept unsolicited candidate submissions and will not be liable for any associated fees.
Job Types: Full-time, Permanent
Pay: £35,000.00-£65,000.00 per year
Benefits:
* Company events
* Free parking
* On-site parking
* Referral programme
* Sick pay
Work Location: In person