Customer Care Office Manager – Multi award winning national developer * Role: Customer Care Office Manager * Location: Northampton, The Midlands region * Working arrangements: Flexible working arrangements between home, office and site Customer Care Office Manager – About us: A national 5* and multi-award-winning residential developer who have built a reputation of building quality homes across The Midlands region. We are passionate about we do and want to attract the very best people in the industry to help us shape the future of our company. Customer Care Office Manager – About the role: Due to continued growth and expansion across The Midlands Region, we are looking to further strengthen the Customer Care team with the appointment of a Customer Office Manager, reporting to the Head of Customer Care. As a Customer Care Office Manager, you’ll lead the frontline of our customer service operations - managing a team of Coordinators and Administrators who ensure our customers receive timely, empathetic, and professional support. Your leadership will be key to delivering a consistently high standard of service, ensuring performance targets are met, and that our customers feel truly cared for throughout their journey with us. You’ll work closely with the Customer Care Operations Manager and other key stakeholders to ensure the service provision from our customer care team runs smoothly and our customer experience is second to none. * Manage the Customer Care Coordinators and Administrators (the Customer Care Office team), to deliver customer excellence. * 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. Customer Care Office Manager – About you: * 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. * Due to the nature of the role, it would be beneficial if applicants can drive and has access to their own vehicle. Customer Care Office Manager – What about the benefits package? * Competitive base salary * Company Bonus Scheme * 25 days holiday plus bank holidays * Company Car Allowance * Company Pension Scheme * Private Healthcare